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This might be used in order to route inbound queries to language-specific teams or queues - by using a Decision action after this one, you can choose to split your flow into new branches based on the value found in the output of the Detect Language action.

Detect Sentiment

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What is it?

This action will use AI to detect the sentiment of the interaction (based on the most recent 20 messages), and store the result (i.e. the sentiment detected) in the action output. That action output can be used later in your flow. The possible outputs are: Positive Neutral Negative and Mixed

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• Custom delays and timers that are beyond the current Start Timer action functionality

• Identifying the dates of the next X working days, and storing the output in variables so you can present them as quick reply options for the customer in a ‘Send Autoresponse’ action

• Converting the result of an HTTP request into an array (list) of variables that you can then use in your flow

And more! Check here for some examples and guidance: JavaScript Examples

Keyword Filter

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This action will use AI to provide a qualitative assessment of the interaction, writing a short but detailed report. Use the ‘Brand Tone’ field to provide specific guidance for the AI (leaving it blank will exclude it form the AIs assessment). You can also choose to toggle additional assessment factors off - though note that the fewer parameters you include, the less accurate the AIs assessment will be.

What is it used for?

This action might be followed up by an Add Note action to append the output of the Quality Assessment to the interaction - or a Decision action to take further steps for high risk interactions based on keywords detected in the Quality Assessment!

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The report contents will include:

Overall: Very Good
Rating: 95
Escalate: False
Confidence: 90
Explanation: The response was polite, addressed the customer's feedback, and provided useful information on how to get further help. The tone was friendly and supportive.

Detailed Breakdown:
Solution: True
Empathy: True
Introduction: True
Tone: 5
Spelling: 5
Grammar: 5

What is it used for?

This action might be followed up by an Add Note action to append the output of the Quality Assessment to the interaction - or a JavaScript action to split out specific parts of the report into variables ready to take further steps. (Such as updating custom data fields, or splitting flows depending on whether Escalate = False etc.)

Release Thread Control

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What is it?

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Similar to the AI Assistant available to agents for the interactions radar, this action will use AI to compose a possible response to the interaction, based on the most recent 20 messages and any available text data fields. The suggestion will be stored in the action output, where it can be used later in your flow. later in your flow.

The output of this action will be formatted as follows:

  "Timestamp": "2024-11-11T10:00:00Z",
  "IsResponse": false,
  "Message": "This is a sample message."

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Similar to the AI Assistant available to agents for the interactions radar, this action will use AI to summarise the interaction, based on the most recent 20 messages and any available text data fields. The summary will be stored in the action output, where it can be used later in your flow.

The output of this action will be formatted as follows:

  "Timestamp": "2024-11-11T10:00:00Z",
  "IsResponse": false,
  "Message": "This is a sample message."

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