VAV Transcript Overview
Cisco Contact Center Enterprise leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide transcription services that assist agents. These services are available for the agents in the Cisco Finesse desktop gadgets.
If a customer has interacted with a virtual agent at the beginning of the call and then the call gets routed to an agent, the Transcript gadget displays the transcript of the voice conversation between the customer and the virtual agent along with the live transcript. It helps in gathering context from the earlier interaction with the virtual agent and capturing high level summary points for wrapping up the call. In addition, the gadget displays the Highlights panel where you can view the following information:
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Intents and intent parameters (appear only if offered by the CCAI cloud provider). The intents and intent parameters are based on the customers' queries. For example, a customer's query is to book a flight ticket. The intent for this query is Flight Booking and the parameters for this intent are Source, Destination, and Date of departure depending on the customer’s interaction with the virtual agent.
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A confidence score of high, medium, or low for each intent.
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A customer sentiment indicator – happy, neutral, or sad, for each intent (appears only if offered by the CCAI cloud provider).
You can also view the overall sentiment indicator of the customer for the entire call.
The Transcript gadget shows the transcript of the voice conversation along with their timestamp in the local time zone of the agent desktop.
On the gadget interface, you can do the following:
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Filter the transcripts based on Customer, Virtual Agent, and Agent.
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Search the transcripts using keywords.
Note
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The Search box is disabled when the call is not active.
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If redaction or advance security settings are not enabled, PII and PCI information is also reflected in the gadget.
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