AI Integration 🪄

With the AI Integration module, Sagicc empowers you to leverage generative artificial intelligence through advanced tools designed to optimize the quality of interactions with your customers. This integration enhances your company’s ability to provide more efficient and effective service, aligned with business objectives. As a result, you can increase customer satisfaction, build loyalty, and significantly improve your brand perception.

AI Tools

Sagicc offers four (4) advanced AI-powered tools designed to seamlessly integrate into your workflows. These intelligent solutions not only optimize operational efficiency but also elevate the quality of interactions, improving the customer experience and strengthening satisfaction with every interaction.

• 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.

• Conversation 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.

AI Integration Configuration

Sagicc allows access to the AI Integration module through the sidebar menu by clicking on “Tools” and then selecting “AI Integration” to access de module.

Open

In the module, you can manage the configuration of AI integration. You’ll have the option to enable or disable this functionality on the platform. If enabled, you can choose between two Artificial Intelligence (AI) service providers to power Sagicc's AI tools:

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• Use Sagicc as a provider: By selecting this option, you can use Sagicc as your AI service provider and access tools powered by advanced artificial intelligence models. Note that this integration involves associated costs, which can be reviewed in the Billing �� module 📄 to maintain full control over your use of AI services.

• Use Open AI as a provider: Alternatively, Sagicc offers native integration with Open AI, a leading platform in artificial intelligence. Open AI stands out for its advanced capabilities in natural language processing and machine learning, enabling access to sophisticated tools for analyzing, understanding, and efficiently responding to your customers’ queries and needs.

Choose one of the two available providers for the AI tools, complete the required information based on the selected provider, and enable or disable the integration options as follows:

• Enable Text Expansion: Activate this option to make the text expansion feature available in Sagicc. With this feature, Sagicc will enhance agent text responses using a specific tone to make them more customer-friendly.

• Enable Text Summarization: Activate this option to make the text summarization feature available in Sagicc. This feature will summarize case conversations to help agents understand them more easily.

• Enable Sentiment Analysis: Activate this option to make the sentiment analysis feature available in Sagicc. Sagicc will analyze the sentiment of a case conversation and classify it as positive, neutral, or negative.

• Enable Content Moderation: Activate this option to make the content moderation feature available in Sagicc. This feature will scan case conversations for harmful content.

Once the AI integration configuration is complete, click “Save” to apply the changes and start leveraging the functionalities this integration offers.

How to configure an Open AI account and integrate it with Sagicc?

To set up an account on Open AI, obtain an API key, and set up a payment method, follow these steps:

• Create an account on Open AI

  • Go to the Open AI website (Overview - OpenAI API).

  • Click on "Sign Up" to create an account.

  • Complete the registration form with the required information, such as your name, email address, and password.

  • Follow additional steps as requested to complete the registration of your account.

• Get an API KEY

  • Once you have created your account, log in to the Open AI website.

  • Go to the menu and look for the "API Keys" section (usually found under API Keys - OpenAI API).

  • If you do not have a generated API key, click on the option to generate a new API key (Create new secret key) and follow the instructions to generate it.

  • Copy and save the generated API key. This key will be necessary for the connection between Sagicc and Open AI and will enable integration between both platforms.

• Set up a payment method

  • In the menu of your Open AI account, look for the "Billing" or "Payment" section.

  • Follow the instructions and provide the requested information to add a valid payment method, such as a credit card.

  • Make sure to review and accept the terms of service and billing policies of Open AI.

Once you have completed the steps to create your Open AI account, generate your API Key, and set up your payment method, you’ll be ready to integrate your Open AI account with Sagicc. To do this, select “Use Open AI as a provider” in the AI Integration Settings module. Within this module, you’ll find a section dedicated exclusively to Open AI integration, where you’ll need to provide the following information:

Within the configuration module, you will find a specific section for integration with Open AI. Here, you will need to enter the following information:

• API Key (OpenAI): Enter here the API Key generated in the Open AI management platform.

• Organization ID (OpenAI): Enter here the value corresponding to the Organization ID of Open AI. You can find this value by accessing the Open AI management platform and clicking on the Organization option in the side menu (usually located under Organization settings - OpenAI API).

• Model: Select one of the models provided by Open AI, previously trained for specific tasks. We recommend using the “gpt-4o-mini” model for its natural language processing capabilities, especially optimized for chats and conversations, and a affordable price per token. Learn more about Open AI models at the following link: Models - OpenAI API.

After completing the Open AI integration setup, click “Save” to apply the changes and start taking advantage of the features this integration offers.