GenAI Features - Contact Center AI

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LLM-powered features for Contact Center AI that improve agent response quality, conversation summaries, disposition accuracy, and real-time sentiment visibility.

Model Feature Matrix

(✅ Supported | ❌ Not supported)

Feature	Azure OpenAI	OpenAI	Custom LLM	XO GPT
Agent Response Rephrasing	❌	❌	❌	✅
Conversation Summary	❌	GPT-3.5	✅	❌
Disposition Prediction for Agent Wrap-Up	GPT-4o, GPT-4o mini	GPT-4o, GPT-4o mini	✅	❌
Sentiment Analysis	GPT-4o	GPT-4o	✅	❌

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Features

Agent Response Rephrasing

Rephrases agent responses in the following tones:

Tone	Description
Formalize	Makes the response suitable for business or formal contexts.
Friendly	Promotes an approachable and friendly tone.
Expand	Expands the response for formal settings.
Rephrase	Elevates formality for business or professional contexts.

Conversation Summary

Generates LLM-based conversation summaries at agent handoff, transfer between agents, and conversation wrap-up. Learn more.

Disposition Prediction for Agent Wrap-Up

Analyzes the full conversation transcript and disposition metadata, then recommends the most appropriate wrap-up code. Agents can accept or override the recommendation, improving accuracy and reducing wrap-up time. Learn more.

Sentiment Analysis

Displays a real-time sentiment indicator during active chat conversations, updating dynamically as the conversation progresses. Learn more.

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