デジタルトランスクリプトを使用する

オンデマンドでトランスクリプトを翻訳する機能は、スーパーバイザーとコンタクト センター マネージャー向けに設計された機能です。チャット、デジタル メッセージ、電子メールなど、やり取りの記録のテキストを好みの方言に変換できます。この翻訳は元のトランスクリプトのすぐ下に表示されるため、やり取りが別の言語や方言で行われた場合でも、内容をすぐに理解できます。

価格については、 Genesys Cloud AI Experienceトークンの計測と価格設定。

AI 生成のインタラクション概要を有効にするには:

インタラクション AI サマリーは、カスタマーとエージェントのインタラクションのトランスクリプトの概要をスーパーバイザーに提供します。この情報により、スーパーバイザーはトランスクリプト全体を読まなくても、重要なトピック、カスタマーの感情、エージェントのパフォーマンスを迅速に評価できます。AIの概要は、 AIインサイトタブの横にあるイベントタブ。詳細については、次の画像を参照してください。この機能は特に次の場合に便利です:

これらの手順に従うことで、スーパーバイザーとビジネス アナリストはカスタマーとエージェントのやり取りを効率的に確認し、重要な洞察を抽出し、データに基づいた意思決定を行ってカスタマーサービスの品質を向上させることができます。

AI Insights equips contact center supervisors with a clear, structured view of each customer interaction, without the need to manually sift through transcripts or recordings. By automatically highlighting key elements of every conversation, it enables faster, more informed decision-making.

AI Insights delivers value through four core components:

• Reason for contact – AI automatically identifies the customer’s primary reason for reaching out (for example, billing inquiries, technical support, cancellations, or other concerns). Each interaction is tagged with a single, high-level contact reason, giving supervisors actionable insight into emerging trends and customer needs across their teams.
• Resolution status – Interactions are assessed for their outcomes and categorized as Resolved, Unresolved, or Partially Resolved. This enables supervisors to quickly identify unresolved issues that may require follow-up, and to spot coaching opportunities where agents could improve resolution rates.
• Action items – To ensure nothing gets overlooked, AI highlights important follow-up tasks, like updating customer records, sending confirmations, or escalating cases. This helps streamline post-call workflows and keeps teams aligned on next steps.
• Reasons for sentiment – Rather than just assigning a sentiment label (positive, neutral, or negative), AI Insights pinpoints the specific factors influencing how customers feel. It surfaces up to three positive and three negative sentiment drivers per interaction (for example, such as long wait times, agent empathy, policy friction, or product dissatisfaction), giving supervisors direct context into customer experience and emotional tone.

By combining these insights, Genesys Cloud helps contact center leaders proactively manage quality, coach effectively, and drive better outcomes at scale.

AI Insights empowers contact center supervisors to take faster, smarter action with clear, actionable intelligence from every interaction. Instead of reviewing entire transcripts or call recordings, supervisors can:

• Understand customer intent and outcomes at a glance — Quickly see why customers reached out and whether their issues were resolved, partially resolved, or left open.
• Identify root causes of negative experiences — Pinpoint what’s driving dissatisfaction—such as long wait times, policy confusion, or product issues, without manually combing through calls.
• Provide more targeted coaching — Link customer sentiment to specific agent behaviors or interaction moments to deliver precise, effective feedback.
• Detect trends and friction points — Spot patterns across interactions, such as recurring complaints or process inefficiencies, that may be impacting customer satisfaction.
• Prioritize follow-ups intelligently — Focus on the cases that matter most by understanding both the outcome and the emotional drivers behind each interaction.

By offering a transparent view into customer emotions and what’s causing them, Reason for Sentiment empowers supervisors to take quicker, more informed actions (improving agent performance and elevating the customer experience).

詳細については、次の画像を参照してください。

画像をクリックして拡大します。