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Interaction summaries (when enabled) are stored and used across your EdgeTier platform for our AI product offering.
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The Interaction Summaries feature offers AI-generated, concise bullet-point summaries of your customer interactions, and how the agent performed on the interaction. EdgeTier stores these to understand the interaction across the product, and relay this information to you.
You can visualise the summary we store. When you open any interaction, you can expand the summary section to see this. These summaries can assist you on customer sentiment, primary issues discussed, and resolutions provided, so you can make fast and informed decisions without sifting through the entire conversation.
To develop this feature, we built a new service that combines the power of Claude AI and AWS Bedrock. Here’s a closer look at the technology behind our AI-powered summarisation:
Claude AI: Claude is a large language model (LLM) that understands and distils conversations into essential points. First, you pick an interaction to summarise. Then, Claude AI analyses the conversation’s context, uses our prompts to detect the key elements of the interaction, and generates a coherent summary for you.
AWS Bedrock: Provides the robust and scalable infrastructure needed to process these summaries efficiently. It ensures that our AI models run smoothly and deliver reliable results, so we can display the summaries for you in just a few seconds.
Custom Prompts: In collaboration with our expert Data Science team, we’ve developed tailored prompts that guide the AI in pinpointing the most relevant information in each conversation. These prompts ensure that the summaries are not only accurate but also insightful, highlighting the main reason for contact, your customers’ emotions, and the solutions offered by the agent.
Safety and Privacy
We realise that introducing new services that process conversation data could raise concerns. Rest assured, EdgeTier remains fully ISO27001 compliant. When you use our new LLM features, we can ensure that your information will remain secure and private.
These summaries are used to help you understand your data, across the EdgeTier product. Most commonly, they are used to generate different Spotlight responses. It could also be used to understand resolution status, flag anomalies and help with AI tagging.
More on these features in our dedicated documentation pages