Introduction to Gen AI and CTI

Fusion CTI supports the following Gen AI features which are called Agent Assist features:

• Call summarization
• Suggestions during phone calls

Call Summarization

You can use call transcripts to generate a phone call summary. When a call is ended, the transcripts are passed to the Gen AI service which generates the summary of the phone call. The generated summary is added to the Wrap Up Notes field.

Note: This is done only if the agent hasn't entered any notes in the field. But, once the summary has been generated, the agent can edit it.

Suggestions during phone calls

The live transcripts rendered in the Fusion application can also be used for showing suggestions to the agent based on the ongoing conversation. Once this feature is enabled, you can see agent assistance suggestions shown in the Fusion application based on the transcripts and the available KM sources. A maximum of three suggestions are presented to the agent.

There are two ways to share a suggestion to the customer from the drill down view. Suggestions can be shared using email or shared using text messages. Sharing with email is only possible when an SR is associated with the phone call. To share the suggestion using a text message, shareSuggestionsExternally should be enabled.

How to enable/disable summarization and share suggestions externally features in your media toolbar application

You must complete the prerequisites before implementing the following code. From the prerequisites section, you might have already enabled the transcripts from subscribeToSupportedFeatures function. For enabling summarization and share suggestions externally features, you need to update the supportedFeatures array to add summaryEnabled and shareSuggestionsExternally in your subscribeToSupportedFeatures function as shown in the following example:

public static async subscribeToSupportedFeatures(): Promise<any> {
        const request = FusionHandler.frameworkProvider.requestHelper.createSubscriptionRequest('onToolbarAgentCommand');
        FusionHandler.phoneContext.subscribe(request, (response) => {
            const agentCommandResponse: IMcaOnToolbarAgentCommandEventResponse = response as IMcaOnToolbarAgentCommandEventResponse;
            return new Promise((resolve, reject) => {
                const agentCommandResponseData = agentCommandResponse.getResponseData();
                const commandObject = agentCommandResponse.getResponseData().getData();
                const command = agentCommandResponse.getResponseData().getCommand();
                if (command === 'getActiveInteractionCommands') {
                    const outData = {
                        'supportedCommands': [],
                        'supportedFeatures': [
                            {
                                'name': 'transcriptEnabled',
                                'isEnabled': true   // Set as true to enable transcripts
                            },
                            {
                                'name': 'summaryEnabled',
                                'isEnabled': true    // Set as true to enable summarization
                            },
                            {
                                'name': 'shareSuggestionsExternally',
                                'isEnabled': true    // Set as true to share suggestions externally
                            }
                        ]
                    };
                    agentCommandResponseData.setOutdata(outData);
                    commandObject.result = 'success';
                }
                resolve(commandObject);
            })
        })
    }

In this code, the supportedFeatures array in the outData variable is used to enable or disable the Gen AI features. You can set the isEnabled key to true or false to enable or disable the features.

Verify your progress

Once you complete these steps, use OJET serve to start you application and sign in to your Fusion application. Open the media toolbar and make your agent available for calls by clicking on the agent availability button. Now, start a call to your customer care number. You'll receive the incoming call notification in your media toolbar application and in your Fusion window. You can accept the call from your media toolbar application or from your Fusion application. Once you accept the call, your media toolbar state will be changed to the ACCEPTED state and the engagement will be opened in your Fusion application. You'll see that a transcript component is loaded in the engagement panel instead of the notes field, which contains messages stating the agent joined the call and the customer joined the call.