Configuring AI settings

It's possible to help agents handle incoming queue calls with AI. Using a live transcription of the call, AI can carry out an analysis on the call and show the results in the AI extension during the call. Communication Panel agents can see both the transcription and analysis or only the analysis, depending on your configuration.

For users to see the live transcription, select Show live transcriptions. You don't need to show live transcriptions to show AI analyses.

For users to see the AI analysis, select Show live AI analysis.

For users to see the transcription and analysis in Communication Panel, you'll also need to configure related settings for the voice channel or the phone queue. Read more about live transcription and AI analysis.