Omni AI Hub Powers Summarization, Intent, Sentiment & More The Upstream Works Omni AI Hub is a centralized framework and suite of AI capabilities that power conversation summaries, transcriptions, intent, sentiment, and escalations for on-premise and cloud contact centers.
Accelerate innovation with the flexibility to choose your own AI, including native Upstream Works AI* and third-party AI.
The Omni AI Hub includes: • Virtual Customer Assistance: AI Messaging Link interfaces with messaging channels to interact conversationally with customers, escalates to an agent, and post results to Interaction History. • Agent Assist: Includes summaries, transcriptions, intent, sentiment, escalations, and integration with knowledge to improve engagements across voice, email and messaging channels. • Assist Knowledge : Upstream Works Assist knowledge management utilizes AI to power content findability and suggestions. Agent Assist also integrates with knowledge to provide content suggestions. • Performance Analytics and A/B Testing: Intelligent experience insights, including A/B testing and performance reporting with the same consistent metrics as human agents.
*Upstream Works AI operating on-premise and cloud (VPC) coming soon.