June 2023 Summaries

Symbl.ai has announced Sales Intelligence, a fully programmable, context-aware sales coaching experience that provides auto-generated call scores and summaries to improve sales results in CRM systems. This platform supports sales reps with real-time guidance during every call, enabling them to increase data fidelity and overcome objections more effectively. Symbl.ai's low-code APIs and flexible UIs empower organizations to deliver company-specific coaching experiences for every sales rep, allowing companies to continuously adapt and fine-tune performance based on their specific sales methodologies and processes. By providing immediate, unbiased call scores in CRM, contextual conversation insights, and real-time sales guidance, Symbl.ai aims to elevate sales rep performance during sales calls and simplify the sales environment.

The Symbl.ai community is hosting a meeting on June 28-29 to explore Large Language Models (LLMs) and Generative AI, featuring discussions on LLaMA, BabyAGI, and AutoGPT, as well as demos of their capabilities. The meeting will be held in two time zones: Americas (June 28th at 11 am PST) and Asia-Pacific (June 29th at 8 am IST). Participants can join by adding the Symbl.ai Google Group to their calendar or attending Office Hours, which are now expanded to include Tuesday at 6 pm PST and Friday at 10 am PST. The community also discussed Enterprise Conversations Architectures in May's meeting, with a focus on an open-source implementation available for building scalable conversation-based applications.

Conversation data is collected through various mediums such as written and spoken communication, including video conferencing applications, telephony, recorded audio/video, emails, social media interactions, and more. The primary reasons for storing conversation data include historical context, analytics, data labeling, reinforcement learning, and taking action. However, these conversations are stored at rest, raising security and privacy concerns. Understanding the motivations behind collecting and storing conversation data is crucial to developing a conversation data retention policy that addresses regulatory compliance, data classification, storage types, and deletion procedures. A well-documented and designed policy can help avoid accusations of misappropriating data, minimize risks in data breaches, and improve bottom-line efficiency by effectively storing data based on retention requirements.

Generative AI is revolutionizing the contact center industry by eliminating manual after-call work, improving agent engagement, and increasing productivity gains of up to 18.75%. By automating tasks such as call notes, dispositions, and follow-ups, and capturing highly accurate data capture of customer interactions, generative AI can bring huge efficiency and performance improvements to contact centers. With the ability to detect emotional signals, analyze conversations for self-service insights, and drive better agent productivity, generative AI is changing the game in the contact center by providing a more efficient and effective way to handle customer interactions.

We're excited to announce the launch of our new Communications Intelligence APIs for cloud communications providers and enterprises with large outbound contact centers, offering AI-powered Call Progress Analysis, Call Wrap, and Call Scoring capabilities that can help companies optimize their outbound salesperson, telemarketer, and contact center agent performance down to the second. Our solution uses speech recognition, intent detection, and tone detection to analyze voice streams and identify who or what is answering calls placed by an outbound dialer, achieving accuracy rates of up to 98%. With flexible deployments that work with existing dialers from leading providers and are compatible with most CPaaS, UCaaS, and CCaaS platforms, companies can take advantage of this industry-leading AI-powered CPA product to improve customer engagement and maximize sales rep and agent utilization. By leveraging our solution, businesses can intelligently route outbound calls to a salesperson or contact center agent, or play an automated message at exactly the right time.