Hello. We are in the process of further integrating Bright Pattern with our CRM, MS Dynamics. We are leveraging AI Transcription and Summarization, and have partnered with support to help us define how we’ll achieve sending AI Generated notes from Bright Pattern’s Interaction Analytics portal to target case fields in Dynamics corresponding with the associated case created by an agent.
In our testing, with the assistance of Bright Pattern, we have successfully delivered text to Dynamics as we’d hope to receive it, which is terrific, but we have a dilemma. Our Contact Center’s agents have historically followed a process where after a call concludes (outbound or inbound), they use ACW to capture their case notes, followed by returning to the READY state to take subsequent calls. It was learned recently that BP Workflows run following ACW. We understand this is product design, but would be very interested in some alternative trigger (ideally following the conclusion of a call). The intent is to have the agent in ACW where they would await the summary to render on the BP end and be delivered to the target fields via API which in UAT testing appears to be approximately 10-14 seconds to happen (accompanied by a Dynamics display refresh to see the text update from any default text we have in these fields to save the case once delivered to agents as ‘screenpops’). In that time frame agents can more quickly validate summaries delivered to Dynamics and have ample time to edit as needed before going back into Ready for the next call (or an alternate agent State as their schedule dictates).
If BP was to add ability of triggering a API via a form button that would help and give agents ability to post to while busy/ACW on active interactions
What information do you want to pass to D365 while agent still in ACW?, as some of the information i can assume , will require the call to be finalise (Post ACW) for it to be available/passed to CRM
We have been piloting using Real-time call transcription and summarization for a subset of our call takers, who are seeing their conversations in real time, followed by seeing the summary of calls appear in their Agent Desktops showing a 3 part summary (following the template we use in the Interaction Analytics Interface). Once agents see that 3 part summary render in displays, they copy the first part and paste it into one field in an MS Dynamics case screen (labeled ‘Question or Problem’) and copy/paste the second and third parts of the summary into a second Case field labelled ‘Resolution’. This semi-automated way of capturing notes has been workable as it has been generating almost immediately after calls end. We want to automate the copy/paste process and have it execute while the agent is in ACW where after a few case screen refreshes, the notes should appear in the fields mentioned earlier. They’d then validate the notes and save and/or close the case and move on to the next call.
Sorry have not used BP IA, but looking at your requirements scope seems you extracting intents from the speechtotext agent conversation/interaction intents ‘Question or Problem,‘ and ‘Resolution’, these then presented to agent desktop which they can copy and manually paste in dynamics, BP IA does not pass any variables to workflow you can look for the questions or resolution intents/text?
I’m might not have full scope of this, to automate this using generic speech to text in BP i would let the agent finish the conversation, on disposition trigger a workflow, pass workflow the conversation transcript ($(item.transcript.text)), use AI engine (must summarise+use exact language as in transcript) to extract the 2x intents from the transcript , save each to own variable and when i update my D365 case/activity fields i pass each variable to its own case field
We are BP partner based out in AU and have an extensive experience in serving customer in Asia. Based on our experience around these similar problems, we are in the process of launching Gapflow, a Integration and automation Platform and I believe we can easily solve this problem. We already have automated the list management, maintaince and recyling and you can find reference here: Gapflow
Business website: Gapcloud.com.au
@jonpaul.lenczuk If you let me know your prompt on Question, Resolution and Summary as well as the industry domain you are in, I can try to get you a recorded video with Dynamics.