Workforce Engagement Management

Reading a long transcript can feel overwhelming and time-consuming, especially when you're trying to find a specific part of the conversation.

Interaction Outline uses generative AI to apply the notion of "chapters" to the transcript - organizing the interaction into meaningful segments - such as Greeting, Troubleshooting, and Resolution - so you can quickly understand the conversation flow and navigate directly to the information you need.

Instead of manually scanning an entire transcript to find details such as an escalation request or a troubleshooting discussion, supervisors can navigate the high level conversation flow, identify the relevant section and focus on the interaction there.

Whether you're reviewing customer interactions, coaching agents, or investigating issues, Interaction Outline helps you spend less time searching and more time gathering insights.

Interaction Outline will begin rolling out throughout next week.

As always, we're excited to bring this capability to Genesys Cloud and look forward to hearing your feedback once this feature becomes available.

This is awesome!

Does this require the program to have AI Insights enabled? Or is this included by default w/ S&TA without consuming any Tokens?

Thank you Peter I was about to ask the same question. From the screenshot I think it needs to be enabled.

Hi Peter, 

This needs to be enabled for the program, but it will be bundled with AI insights and Summary. This means that for any interaction that AI insights and summary is generated, AI transcript outline will be generated as well.