SnapCall provides the flexibility to customize AI Skills according to your organization's needs, enabling you to determine:
The specific information SnapCall will include in the ticket (such as summary, transcript, etc.).
Whether this information will be stored as public (accessible to both customers and agents) or private (accessible to agents only).
You can fully control your Media viewer and the information you would like to display, setting up default skills for how you want to use it.
Please refer to this article for more details on the media viewer.
To access this feature, simply follow these steps:
1 - Head to the Apps & Tools section in the left-hand menu of the SnapCall workspace.
2 - Navigate to AI Skills, there, you can enable or disable features based on your specific requirements.
Transcript: Allows you to convert audio recordings to text (video, voice message, screen recording).
Summary: Get key points from recordings with your company's terms (video, voice message, screen recording).
Knowledge Base: Get suggested help articles based on the issue (video, voice message, screen recording).
Suggested answer: AI proposes solutions and articles for customer queries (video, voice message, screen recording).
Media Description: Analyze visuals for key elements (video, snapshot, screen recording).
Depending on your requirements, you can control the privacy of the AI-generated text, making it public or private.