Human-AI CX Engagements
Integrate the AI applications of your choice with the Upstream Works omnichannel desktop to provide customer self-service and agent assistance. Optimize the agent experience with AI-powered guidance, automate interactions, and maintain consistent agent and customer experiences across channels.
Omni AI Hub for On-Premise & Cloud
The Upstream Works Omni AI Hub is a centralized framework and suite of AI orchestration capabilities that power virtual customer self-service and real-time agent guidance and insights.
Our contact center AI solutions enable on-premise and cloud contact centers to automate sentiment, intent, conversation summaries, transcriptions, and escalations for exceptional agent and customer engagements.
Accelerate innovation with the flexibility to choose your AI, including Upstream Works AI models and third-party AI.
AI-Powered Insights
Sentiment, Intent, Summaries, Transcriptions & More
AI Orchestration & Intelligent Agent Assistance
Easily integrate best-of-breed AI applications into your digital transformation strategy without adding silos or complexity.
The Omni AI Hub provides flexible AI orchestration, connecting multiple AI applications, including Upstream Works AI models and/or third-party AI providers.
Empower agents with AI-powered Agent Assist and real-time insights and guidance directly on the Upstream Works desktop. Gain instant access to sentiment, intent, conversation summaries, transcriptions, and more, enabling accurate resolutions and consistently better CX.
Automate Email Workflows for Faster Resolutions
Boost productivity and response times with the Upstream Works Email Bot Handler Service. Automate repetitive email tasks like queue management, automated replies, and task completion, while intelligently routing messages for review when needed.
Seamlessly integrate with your preferred email bot provider to streamline workflows, reduce agent workload and improve response times. By automating routine email interactions, your agents can focus on what matters most – delivering exceptional support for complex customer needs.
Effortless Transitions from Chatbots to Agents
Deliver seamless handoffs between chatbots and human agents for a connected customer experience. Interactions are intelligently escalated and routed to the right agent based on intent.
Agents gain full visibility of the customer’s journey, including chatbot transcripts, so they can seamlessly pick up where the bot left off, ensuring personalized and efficient conversations that keep customers engaged.
AI-Enabled Knowledge Management for Agents & Customers
Empower every interaction with fast and accurate answers. Upstream Works Assist knowledge management delivers AI-enabled knowledge to support agents and customers, providing the right information at the right time.
With Agent Expert Assist, agents access an intelligent internal knowledge portal directly within the Upstream Works desktop, accelerating onboarding, improving accuracy, and reducing training time.
Customer Assist extends these capabilities externally through a self-service, FAQ-style portal, helping customers quickly find what they need while reducing contact volumes.
Together, these tools deliver smart and consistent CX across every channel.
AI Performance Analytics for Smarter CX
Optimize the full potential of your contact center AI solutions with the Omni AI Hub. Gain actionable insights through advanced performance analytics, including A/B testing across multiple AI providers for the same conversation types, queues, intent, and sentiment, ensuring every conversation delivers fast outcomes.
*Bots available with third-party integrations
~Requires Knowledge Management subscription or integration