Smart Tools Overview (Engage Legacy)

Smart Tools is a suite of AI-enabled capabilities that integrate with your existing contact center software to boost agent productivity and improve customer experience. Leveraging cutting-edge generative AI, Smart Tools assists agents in key tasks.

Smart Notes

Automatically summarizes customer conversations, capturing key points and action items. Enables agents to quickly review past interactions and reduces after-call work.

Smart Notes can be customised to match your required template and to include specified key information.

Use Case: After a detailed call, Smart Notes provides the agent with a concise summary, highlighting the reason for the call, steps taken, and resolution for easy entry into the CRM system.

Smart Composer

Helps agents craft professional, effective written communications. Provides real-time spelling and grammar checks. Allows agents to optimize message length for clarity and engagement.

Use Case: An agent uses Smart Composer to polish a response to a customer, ensuring it strikes the right tone and succinctly addresses all concerns.

Smart Tasks

Streamlines repetitive data entry by automatically completing forms and templates based on conversation content. Frees agents to focus on high-value interactions.

Use Case: While on a call with a new customer, Smart Tasks populates the refund form with captured details like name, address, and issue description.

Smart Translations

Enables real-time, bi-directional translation of voice and text-based conversations. Empowers agents to assist customers across language barriers.

Use Case: An agent receives a chat from a customer most comfortable communicating in French. Smart Translations seamlessly converts the conversation, allowing the agent to provide efficient support in English. The Agent sees the entire conversation in English whilst the customer sees it all in French.

Smart Resolution Codes

Automatically categorizes contacts based on admin-defined lists, enabling deeper reporting insights. Improves tagging consistency while saving agents valuable time.

Use Case: At the end of a chat, Smart Resolution Codes scans the conversation and applies the appropriate category tag such as "Branch Appointment" or "New Loan", based on your pre-defined categories, giving management visibility into common contact drivers.

Pricing

Smart Tools usage is billed based on the number of contacts that utilize each tool:

Smart Notes: Free

Smart Composer: Free

Smart Tasks: 1 unit added per contact

Smart Translations: 2 units added per contact

Smart Resolution Codes: 1 unit added per contact

Note that usage of the underlying large language model (LLM) and Contact Lens (for voice channel analytics) incur additional costs based on your selected providers and plans.

Our usage-based pricing aligns costs with the value you derive from Smart Tools. You only pay for the capabilities you use, on the contacts where they make an impact.