Omni AI Hub Powers Self-Service & Agent Assist
in On-Premise & Cloud Contact Centers
Upstream Works Omni AI Hub is a centralized framework and suite of AI orchestration capabilities that allow on-premise and cloud contact centers to operationalize their choice of AI, accelerate innovation, and enable contact center automation. Omni AI Hub powers virtual customer self-service and real-time agent assistance and features AI flexibility, AI Messaging Link, Agent Assist, Assist Knowledge, and Performance Analytics.
AI Flexibility with Upstream Works AI & Third-Party AI
The Omni AI Hub provides contact centers with the flexibility to choose their AI, including Upstream Works AI models, operating on-premise and cloud (VPC), and third-party AI to power virtual customer assistance and agent assistance. With fully integrated AI and agent desktop solutions, on-premise and cloud contact centers can quickly augment productivity and gain efficiency.
AI-Powered Agent Assist Automates Sentiment, Intent, Summaries, Transcriptions & Transitions
Ready to use out-of-the-box, Upstream Works Agent Assist provides AI-powered agent guidance and insights in real-time across voice, messaging and email channels. Integrate with the AI application of your choice, including Upstream Works AI models and third-party AI providers.
The Insights tab standardizes customer and agent sentiment, intent and details, conversation summaries, and transcriptions. Agent Assist also automates the delivery of real-time contextual information pulled from templates and knowledge, including Upstream Works Assist Knowledge or third-party knowledge.
AI Messaging Link Powers Virtual Customer Assistance
The AI Messaging Link is a virtual customer assistant that connects Upstream Works Unified Digital Messaging (UDM) channels with your choice of bots to provide interactive self-service engagements. The third-party bots of your choice will interface with UDM channels, including Smart Chat, SMS, Messenger^, WeChat^ WhatsApp^, and X DM^, to interact conversationally with customers.
The AI Messaging Link has the flexibility to utilize one or multiple bots across messaging channels, supports rich media, and provides seamless transitions to an agent. Upstream Works AI automates conversation summaries, including customer/bot and customer/agent conversations.
AI-Enabled Assist Knowledge
With Agent Assist, contact centers can automate the delivery of real-time contextual information from knowledge to agents and customers, including Upstream Works Assist knowledge or third-party knowledge. Upstream Works Assist knowledge is a centralized and consistent omnichannel knowledge base that is AI-enabled to provide agents with informative articles, content suggestions, summaries, and responses.
Enterprise-Ready & Platform Choice
Elevate AI performance with advanced analytics, including A/B testing across AI providers for conversations, queues, intent and sentiment, to drive superior outcomes.
Upstream Works Omni AI Hub and desktop solutions are secure, scalable, flexible, and easy to manage. Our solutions are SOC 2 certified, HIPAA compliant, and prepared for FedRAMP.
Omni AI Hub is available on all platforms supported by our solutions, including Amazon Connect, Cisco Finesse, Webex Contact Center and digital-only desktop solutions.
^Requires connection with third-party messaging platforms.