Video Call Quality Management
Updated
Overview
The feature introduces enhanced value to video calls between agents and customers by extracting valuable insights. When engaged in video calls, a transcript gets generated. This transcript is then analyzed by an AI model, yielding valuable insights that can be utilized by agents. Video calls with conversation transcript analysis offer businesses several key benefits. They include improved customer support through personalized assistance and understanding of customer concerns, optimized agent performance by identifying training needs and best practices, enhanced product development by gaining insights into customer preferences, targeted marketing strategies through refined messaging and tailored campaigns, and data-driven decision-making supported by objective insights.
Configuration Steps
1. To initiate the process, your first step would be to enable the generation of Transcript during a Video call.
Enablement note: To learn more about getting this capability enabled, please work with your Success Manager. |
For video call started and ended activity:
Enablement note: To learn more about getting this capability enabled, please work with your Success Manager. |
Transcripts in Care Console
Once enabled, the video call transcript will be auto-generated in Care Console.
2. Now create a Global Audit checklist.
Note: Please raise a support ticket to designate the Global Audit checklist as "AI." at tickets@sprinklr.com. |
3. Create a case update rule that you will apply during the execution of the macro, as we'll cover in the following point. Now in this rule, incorporate the previously created checklist into the rule actions. For reference to the configuration, please find attached screenshots below.
4. Next, proceed to create a macro and locate the automated actions section. Within the actions, choose the desired rules you intend to execute, and include the previously created rule in the designated value field. By applying this macro, the specified rule will be executed accordingly.
5. Now since transcript is already setup, your transcript will be generated in real-time during the video call. Our objective is to uncover valuable insights from the transcript using an AI model. To accomplish this, please apply the macro you previously created.
6. Once the macro is applied, an AI model will analyze the transcript, yielding valuable insights. To access and explore these insights, simply navigate to the Quality Manager within Sprinklr Services. Within the Quality Manager, you can delve into the details and gain a deeper understanding of the transcript analysis results.
