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Text Expansion: This tool uses generative AI to transform brief or direct agent responses into more detailed, comprehensive, and personalized messages. It adjusts the message tone—friendly, empathetic, professional, or neutral—to enhance interaction quality and improve the customer’s perception.
Text SummarizationConversation Summary: This tool analyzes long or complex conversations, condensing them into a clear, concise summary by extracting key information. This enables agents to quickly identify essential points, streamlining case management and making it easier to follow up on more detailed tickets.
Sentiment Analysis: Automatically evaluates the emotional tone of a conversation, classifying it as positive, neutral, or negative. This analysis helps agents interpret the customer’s mood, allowing them to adjust their approach to provide more empathetic and effective responses.
Content Moderation: Analyzes conversations for offensive, inappropriate, or harmful language. Its goal is to ensure a safe and professional environment for both customers and agents, safeguarding interaction quality and the company’s reputation.
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