AI Agents engage in dynamic, context-aware conversations and adapt to complex tasks without human intervention. From automating processes like scheduling to handling customer inquiries, AI Agents boost efficiency by freeing up teams to focus on high-value work.
Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.
Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.
Agent Assist offers real-time suggestions, reminders, and tools to ensure compliance and improve service. Features like customized teleprompters, real-time alerts, and supervisor tools such as transcription and sentiment analysis streamline workflows and enable quick intervention.
AI Agents engage in dynamic, context-aware conversations and adapt to complex tasks without human intervention. From automating processes like scheduling to handling customer inquiries, AI Agents boost efficiency by freeing up teams to focus on high-value work.
Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.
Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.
Agent Assist offers real-time suggestions, reminders, and tools to ensure compliance and improve service. Features like customized teleprompters, real-time alerts, and supervisor tools such as transcription and sentiment analysis streamline workflows and enable quick intervention.
Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.
Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.
Interaction analytics allows you to track customer trends by detecting intents like churn through keyword matching or AI prompts. It helps identify problem areas, monitor improvements, and save time. Features like interactive dashboards and discovery analytics uncover trends, root causes, and spikes in activity.
Automated forms provide a comprehensive view of performance and customer experiences. With features like weighted scoring, customer surveys, and interactive dashboards, businesses can track performance, uncover insights, and monitor trends. This system allows for detailed performance analysis, helping identify areas for improvement and track progress over time.
Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.
Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.
Interaction analytics allows you to track customer trends by detecting intents like churn through keyword matching or AI prompts. It helps identify problem areas, monitor improvements, and save time. Features like interactive dashboards and discovery analytics uncover trends, root causes, and spikes in activity.
Automated forms provide a comprehensive view of performance and customer experiences. With features like weighted scoring, customer surveys, and interactive dashboards, businesses can track performance, uncover insights, and monitor trends. This system allows for detailed performance analysis, helping identify areas for improvement and track progress over time.
The Bright Pattern AI Automation Suite provides a broad range of capabilities designed to enhance the agent and customer experience and deliver unparalleled business value. As part of our All-in-One AI powered Omnichannel contact center solution, the Bright Pattern AI Suite solution features robust AI capabilities that are built into our native platform. Gain access to powerful, easy-to-use AI capabilities that are pre-integrated into the Bright Pattern platform at an attractive price, while avoiding costly standalone solutions that require integration.
Bright Pattern uses multiple technologies and various aspects of AI in a comprehensive suite of AI solutions to meet your various needs. This includes technologies such as natural language understanding (NLU), large language models (LLM), sentiment and text analytics, machine learning, and interaction transcription and summarization.
Deliver completely automated self-service that still has a human touch, assist agents in real-time for faster resolution times, automate difficult tasks like quality management, and gain deep insights into customer behavior with the Bright Pattern AI Suite.
The Bright Pattern Contact Center AI Suite delivers powerful AI capabilities out-of-the-box, including:
Unlock the power of real-time insights with Bright Pattern’s cutting-edge transcription capabilities. Our solution delivers instant, highly accurate transcriptions of voice interactions directly within the agent desktop. This dramatically decreases the time it takes agents for such tasks as data entry and ensures more complete and accurate descriptions of the interaction.
Supervisors gain real-time access to call transcripts, facilitating immediate feedback and coaching opportunities to enhance agent performance. These transcripts can be integrated with your preferred CRM to enrich customer data and for easy access for future review.
With Bright Pattern’s real-time transcription, elevate your contact center’s efficiency, personalization, and overall customer experience to new heights.
Bright Pattern empowers agents with AI through our agent assist functionality. Agents can receive real-time suggestions to better manage customer interactions, resulting in a more positive outcome. Agent assist ensures that agents can adapt to the changing requirements of a real-time customer interaction.
Examples of items on the teleprompter checklist can include a standardized way of greeting customers, guidance on taking advantage of every upselling opportunity that is presented, and guidance on key business objectives that the call must fulfill.
AI is able to suggest the next best actions for agents to take in real-time. These suggestions are based on a number of factors, including key business objectives that are set, real-time status of the conversation, and teleprompter response suggestions.
An example of the next-best actions recommendations is AI can recommend particular services or products that the agents should bring up if a customer describes a specific situation during the conversation.
AI can inform agents to move on to a certain topic if the customer expresses a need or interest and access the knowledge base for specific articles or information as required.
Bright Pattern’s AI-powered teleprompter checklist is a dynamic tool that enhances agent performance and ensures compliance and adherence to standardized procedures during customer interactions.
Businesses can upload scripts and prompts through the supervisor dashboard, which are then displayed to agents in real-time during conversations. This real-time guidance ensures that agents follow pre-defined business objectives, such as specific greetings, upselling opportunities, and compliance requirements.
The teleprompter adapts to the conversation’s context, incorporating customer intent data to provide relevant prompts. By leveraging the teleprompter, businesses can standardize customer interactions, improve agent performance, and drive desired outcomes.
Bright Pattern Interaction analytics is a powerful tool that gives businesses rich information and data with deep insight into customer behavior, market trends, and business performance. The Bright Pattern AI suite analyzes all interactions between customers and agents on all channels and looks for keywords and topics that are discovered. This keyword and topic data is pooled into the unified reporting dashboard for the contact center supervisors to review and analyze. These insights can give businesses and supervisors a closer look into key business objectives like customer intent, general customer opinion and trends, and general agent performance during interactions in terms of fulfillment of key business objectives.
Quality management is one of the most difficult, yet most important functions that a great contact center needs to address. Traditionally, many call centers utilize sampling. In call center sampling, only a small sample of interactions on a small number of communication channels are checked for quality and monitored. Especially in contact centers that handle very high call volumes, it can be overwhelming doing quality management in a traditional way.
Bright Pattern’s Omni QM feature utilizes AI, natural language processing, and large language models to give supervisors the ability to monitor, transcribe, and summarize 100% of interactions on all channels. AI-based auto-scoring allows supervisors to evaluate agent interactions based on such factors as intent, script adherence, compliance, and CSAT.
Interactions are immediately scored after an interaction takes place based on a number of factors that are set by the supervisors, including taking advantage of product promotions, taking advantage of upselling opportunities, displaying an empathetic, respectful, and polite tone, and adhering to scripts and achieving business goals.
Through agent auto scoring, supervisors are able to get a score for 100% of interactions on all channels instantly, and pinpoint specific interactions that did not score as well.
Bright Pattern’s AI Suite turns on AI capabilities for your contact center instantly. Bright Pattern’s AI Suite is built-in, comprehensive, already embedded into the agent desktop and supervisor platform, and contains powerful features.
What sets Bright Pattern’s AI Suite apart from others is the depth of applications Bright Pattern’s AI capabilities can be used in. With the AI Suite, companies can get insight into customer intent without the need to survey customers, pinpoint trends that are happening in the call center, simplify the quality management process, and better customer service through dynamic agent assistance during real-time interactions.
All of these capabilities are available on a single unified platform without the need to pop-up new windows or log into different systems. These capabilities are embedded into and integrated within all call center features, making the AI Suite fast to deploy and easy to use.
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By clicking the button above, I consent to Bright Pattern contacting me by phone call and/or SMS to respond to my above inquiry on services and for future marketing messages and offers. Message & data rates may apply, and message frequency may vary.
