Create new content, interactions or responses to enhance how businesses engage with customers by enabling dynamic, personalized, and context-aware solutions to improve customer experiences. Generative AI use LLMs (large language models) that turn raw data or transcribed interactions and trigger flows once triggered.
Modernize Experiences & Boost CX
Generative AI
What is Generative AI for CX?
DaVinci Real-Time Transcription Services Drive Ai Functionality
These tools can function independently or together, deployed via DaVinci Premise Server or at the agent level, depending on infrastructure. Think of them as both physical components and strategic concepts, not just traditional software.
DaVinci Media Gateway
Facilitates the capture, processing, and transmission of audio data from customer interactions.
DaVinci Cloud Transcribe
Calls a service that converts the captured audio files into text.
DaVinci Enterprise Gateway
Receives transcribed text from Cloud Transcribe and, depending on CRM requirements, can be deployed with DaVinci Premise Server or called by the DaVinci App.
Use the AI tools with DaVinci in an example customer scenario
A customer, Jane, calls her internet service provider’s contact center to resolve an issue with her bill and inquire about upgrading her plan.
Real-Time Transcription
As Jane explains her issue, the DaVinci-powered real-time transcription captures her words and displays them as text in the agent’s interface.
- The transcription allows the agent to follow Jane’s details without missing critical points and makes it easier to refer back if clarification is needed.
- It also identifies keywords like “billing issue” and “upgrade,” tagging them for context.
Agent Assist
The real-time transcription triggers DaVinci’s Agent Assist features:
- Suggested Knowledge Articles: The platform suggests a relevant article about resolving billing discrepancies and another explaining available upgrade options.
- Prompts for Next Steps: The system recommends asking Jane for her account details to confirm eligibility for an upgrade.
- Sentiment Analysis: DaVinci highlights that Jane seems frustrated, guiding the agent to use empathetic language.
Intelligent Virtual Assistant
To streamline the process, the agent uses the IVA through DaVinci to handle routine tasks during the call.
- After verifying Jane’s identity, the agent activates the IVA to retrieve her account details and calculate any past-due balances.
- The IVA provides the agent with a summary, including upgrade options tailored to Jane’s current plan.
Automated Agents
When Jane expresses interest in upgrading her plan, the agent initiates a transfer to an Automated Agent via DaVinci.
- The Automated Agent walks Jane through the available options, collects her selection, and processes the plan upgrade, including scheduling the updated billing cycle.
- Meanwhile, the live agent focuses on addressing Jane’s remaining questions or assisting other customers.
Possible Use Cases with AI
Your roadmap. Your rules. Your data.
Frequently Asked Questions
Real-time transcription provides agents with an accurate, live record of conversations, helping them focus on resolving issues instead of taking detailed notes. It also enables features like keyword tagging, sentiment analysis, and faster follow-ups by creating actionable insights during the interaction.
An IVA assists live agents by handling repetitive tasks such as retrieving data or verifying customer identity, working alongside the agent during calls. Automated agents, on the other hand, independently interact with customers to complete specific processes, like troubleshooting or making updates, without requiring live agent involvement.
Agent assist tools use AI to provide agents with real-time recommendations, such as knowledge articles, next-best actions, and sentiment analysis. These tools reduce the time spent searching for solutions and enable agents to provide more accurate, empathetic, and timely responses, improving both productivity and customer satisfaction.
To implement real-time transcription, start by defining your objectives, such as improving service or ensuring compliance, and identify the interactions requiring transcription. Evaluate your technology stack, including CRM, contact center platforms, and communication tools, for compatibility with APIs or SDKs. Address key requirements like language support, accuracy, and performance while ensuring data security and compliance. Finally, work with our team to set a budget, and test the solution with clear metrics before full deployment.
AI Integration Apps
DaVinci for Copilot
DaVinci for Salesforce Voice
Gives customers hands-on access to Salesforce Voice transcription and voice controls to empower Einstein use cases like call summaries, next best action, and sentiment analysis.
DaVinci for Agentforce
Automates call authentication, activates background agents for identity verification and task handling, and triggers workflows across systems using data and events from custom integrations to enhance customer service.