Interaction Wrap-Up Bot

When a voice interaction ends, the Interaction Wrap-Up Bot automatically generates an AI-generated summary based on the interaction's real-time transcription. If your RTAA solution is integrated with Work Assist, the summary is delivered directly to the employee's Work Assist desktop application, to assist the employee with after-call wrap-up tasks.

Wrap-Up Bot generate summaries only for interactions that trigger a dedicated Recorder Analytics rule.

Bring Your Own Model

Interaction Wrap-Up Bot can either use the default Large Language Models (LLMs) and prompt engineering workflows to generate summaries, or you can integrate Wrap-Up Bot with your own Generative AI services using Da Vinci GenAI Adapters.

Wrap-Up Bot supports the following Da Vinci GenAI Adapters:

API Service Adapter: Allows you to integrate your API and prompts into the Interaction Wrap-Up Bot workflow. The API Service Adapter sends the interaction transcript to your LLM, which then sends back the summary. The API Service Adapter can be integrated with any LLM.
Customer LLM Adapter: Allows you to integrate your LLMs with default prompts. The Customer LLM Adapter can only be integrated with supported LLMs and versions. For more information on supported models and versions, see supported-versions.

Custom summary formats

You can customize your AI-generated summaries to match your organization's preferences by providing your own custom summary formats instead of using the default format. The Wrap-Up Bot selects the appropriate summary format to use based on the Recorder Analytics rule that is triggered:

Custom summary format: If a custom format is associated with the triggered rule, the interaction is summarized using the custom format.
Default summary format: If the default format or no format is associated with the triggered rule, the interaction is summarized using the default format.

If an interaction triggers multiple Recorder Analytics rules, the Wrap-Up Bot selects the summary format as follows:

If a custom format is associated with one of the triggered rules, the custom format is used.
If no format is associated with any of the triggered rules, the default format is used.
If a custom format is associated with more than one triggered rule, the Wrap-Up Bot randomly selects one of the formats (default or custom). To avoid this scenario, ensure your Recorder Analytics rules are set up to prevent multiple rules with custom formats from being triggered simultaneously.

Holds, conferences, and transfers

The Wrap-Up Bot generates a single summary for the employee, regardless of the number of hold events during the interaction. If conferences or transfers occurred during the interaction, a separate summary is also generated for each participating employee at the end of their portion, covering only the portion in which they participated. If an employee consults with another employee during an interaction, without transferring the customer, a summary is generated only for the employee who participated in the interaction. A separate summary is not generated for the consulted employee.