The integration of IntelePeer with the XCALLY platform enables the introduction of advanced conversational intelligence capabilities within contact centre processes. IntelePeer is one of the leading deep learning-based conversational AI solutions.
When integrated with XCALLY, IntelePeer provides useful insights from the analysis of customer-agent interactions on customers' smartphones/computers. For example, it understands mood, extracts key concepts discussed and quantifies the level of satisfaction expressed. This real-time contextualised data helps agents hone their empathic and problem-solving skills. The XCALLY platform can also leverage IntelePeer’s AI to automatically optimise the assignment of cases to the most appropriate agents.
The integration between the two solutions enables an even more customised and valuable approach to customer relations.
Note: Please consult the official XCALLY and IntelePeer documentation for further details and detailed instructions on how to correctly configure IntelePeer integration on XCALLY.
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