Transcript:

Hello everyone, welcome to today’s session where I’ll be diving into the capabilities of AMC Technologies’ DaVinci platform and how it drives next-generation AI services with real-time transcription, sentiment analysis, and how it enhances agent and customer experience within the SAP platform. DaVinci stands at the forefront of revolutionizing customer engagement.

I am Vamshi Suddapalli, a solution engineer with AMC Technology, and I have seen DaVinci evolve firsthand and have a remarkable impact on customer engagement.

In the world of business technology, collaboration drives innovation. AMC Technology and SAP have been at the forefront of transforming how businesses connect and thrive. Our journey began in 1995 with CIC, and we have reached remarkable milestones together, streamlining processes, enhancing customer experiences, and setting new industry standards.

Let’s dive deeper into AMC Technology’s pre-built apps for various SAP platforms where integration is not just a surface-level feature. It enables connection to industry-leading channels and providers like Avaya, Microsoft Teams, and many more, enhancing every customer interaction. An industry-leading portfolio of certifications backs this.

Creator Studio serves as DaVinci’s customer administration platform, offering a comprehensive tech stack comprising pre-built and customizable capabilities. With our pre-built apps, you gain access to plug-and-play solutions that seamlessly orchestrate agent experience in managing customer interactions. With the power of DaVinci, we are not restricting you to that alone. You are investing in a flexible platform to build custom DaVinci apps to orchestrate custom use cases that can share data and events with other DaVinci apps and generate data for analytics and AI training.

I understand this is a lot. Let’s go ahead and build this experience. I’m logged into Creator Studio here. Now, we’ll create a profile to support use cases like transcription, sentiment analysis, and redacting PII, all using pre-built apps to orchestrate communication services with SAP and Microsoft Teams to handle customer interactions.

Now, let’s click on a new profile and create a DaVinci platform SAP V2 profile and save it. Let’s add the combination of apps starting with SAP V2. Once you click on Add, it’s automatically added. Now, I’ll add Microsoft Teams, transcription text analytics, and transcription display apps.

We’ve now put together a profile with SAP V2, Microsoft Teams, and transcription apps that provide transcription services. You can go ahead and assign this profile to a user.

Let’s now see the agent experience. In this case, our agent Paul is logged into SAP Service Cloud, and with DaVinci’s integration, we can enable communication with the backend channel, providing a single pane of glass experience. The agent can go ahead and accept the task. Upon accepting the task, DaVinci enables a screen pop with the customer record, allowing the agent to confirm the record they want to work on.

From here, the agent has access to the complete history of the customer, what they’ve done in the past, and can create an interaction log for the call. In the DaVinci integration panel on the right side, you can see the agent has all the contextual call controls. Since we enabled transcription services, all of the real-time transcription is being captured and is available for the customer. You can use this transcription in different business use cases, such as triggering new workflows to create cases, enabling dispatch, or recommending products based on the conversation. You can also add a transcribed call summary to the interaction log, providing an accurate record and transparency into the conversation.

Once the agent is done with the conversation, they can hang up the call.

Now, back in Creator Studio, let’s add more capabilities to enable our agent with AI services. I’ll add the pre-built app for Azure AI and enable the agent with reporting. Once we’ve added these capabilities, let’s see the agent experience when they receive an incoming task.

When the task is accepted, you’ll see the screen pop on the left and the DaVinci capabilities on the right. With the added reporting feature, the agent can access real-time reporting, see how many calls they’ve answered, their average call time, and can add additional reporting fields to the UI. Similarly, with the generative AI capability, the agent can ask questions like “need help with identifying order details,” and get responses from the application, ultimately improving customer satisfaction and response time.

Let’s add even more functionality by enabling PII redaction and sentiment analysis. Once we’ve configured these capabilities, let’s see how the agent handles a task. When the agent accepts the task, they can see the sentiment of the call—whether it’s neutral or positive—and the system will automatically redact sensitive PII, such as names, ensuring privacy.

In summary, in this video, we’ve seen how DaVinci’s platform enables orchestration between SAP and Microsoft Teams, enabling real-time transcription, reporting, analytics, Azure Open AI, PII redaction, and sentiment analysis.

If you’d like to experience the power of DaVinci and revolutionize your customer engagement, I encourage you to contact us today at AMC Technology to learn more about the product.

Thank you.