Apart from the possibility to play or view the media which is the core part of the media viewer, we also added more features to improve the overall agent experience and simplify the process of sharing and reviewing information.
Here is the list of the modules and how these can be configured :
AI insights
This is the summary that is generated via AI, using the transcript of the video that was uploaded.
If the transcript is not available or the media is a simple picture, this section will remain blank and will specify why the summary is not available.
To configure this and 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
In case of a call recording or video uploaded by one of your customers, SnapCall will automatically make a transcript and make it available in the media viewer. Each sentence of the transcript can be clicked, so that you can start watching the video on the left in that exact moment.
This can be particularly useful in case the video is long and the agent is looking to start listening only a specific part of it.
Details
In this section, you can locate information such as the clip's owner, capture date, and expiration date.
Knowledge Base — Article recommendation
Located on the lower right side of the media viewer, agents can access a list of articles if your Knowledge Base is integrated with SnapCall.
Click here to learn more on how to connect SnapCall with your FAQ.
Once the AI summary becomes accessible, SnapCall can access your Knowledge Base and automatically provide a list of articles which are relevant to the client's issue.
Media list
On the bottom side of the screen, you can find a list of video that are related to the same stream created (regardless if this is a video call or SnapCall Clip). Each media has a small thumbnail, and you can access it by clicking on it.
When you hover any media with your mouse, a three dot button will appear, allowing you to download the media or to generate a shareable link which anyone can open.
You can also share a media viewer link with your clients. For details, see this article.
Quick actions menu
On the top part of the screen you have a couple of buttons that allow you to download the media on your device, share this to one of your user or generate an answer using AI.
Content recognition
The content recognition feature is available as an option, enabling automatic identification of objects and other details within video recordings via SnapCall Clips or videos shared by your customers.
This feature is not enabled by default, to enable it we would invite you to contact our support.
Once done, you would be able to customize the AI Prompts for Text Extraction and content recognition.