ADD-ON FEATURE |
The Agent experience for Voice AI is no different than other Conversations, with the entire interaction with the Customer visible within the Conversation Timeline.
A call from the Customer ([1] and [2]) where Gladly responded to the Customer are transcribed live in the Conversation Timeline, and the recording can be played [A]. The Show transcript [B] provides transcript of the automated conversation.
[1] is the recording of the call between Gladly and the Customer.
[2] is the recording of the call if the Customer is handed off to a live Agent.
Voice AI transcript
If Voice recording is activated in the Gladly Voice IVR node, interactions with the Customer are recorded and transcribed in the Conversation Timeline. These Timeline events will say <[Customer name] spoke with Gladly AI>
The interaction between Gladly and the Customer is recorded [1]. Clicking Show automation transcript [2] expands to expose the text transcript [3] so you can see the text version of the interaction.
Transcripts are unavailable if recording is deactivated in the IVR
Gladly Voice interaction recording can be deactivated in the Gladly Voice IVR node in Gladly instances where call recordings are not permitted. Transcripts are not available if recording is not activated.
If a Customer indicates they'd like to speak to an Agent [4] or Gladly determines it's unable to assist the Customer further, it informs the Customer that they are being transferred to an Agent who can help. A text summary of the interaction is provided to the Agent [5], allowing the Agent to pick up where Gladly left off without asking the Customer how they can help.
Once routed to an Agent, the call is recorded like regular calls.
Delete transcript
Customers may say sensitive or confidential information you don’t want stored in the Conversation Timeline. Compliance Administrators can delete a specific message or an entire recording if needed.