Using Notes and AI Summary in Atom: A Guide for Supervisors and Administrators
AI notes and summaries facilitate conversation management and optimize the agent experience. In this article, we will explain how they work and how to activate them to improve your team's workflow.
Notes: Recording and Advising in Conversations
Notes allow you to save relevant information about a conversation and are a key tool for supervisors to guide and advise their agents without the client seeing it.
How to add notes to a conversation?
Access the Monitoring module in Atom.
Access the Monitoring module in Atom.
Select the conversation you want to intervene in.
Select the conversation you want to intervene in.
A right side menu will be displayed.
A right side menu will be displayed.
Click on Intervene.
Click on Intervene.
In the bottom menu, in the Notes section, click on Notes
In the bottom menu, in the Notes section, click on Notes
Write the note you want to leave the advisor and click on Add Notes.
Write the note you want to leave the advisor and click on Add Notes.
These notes are completely transparent to the client and serve to provide clarifications or guidance to agents.
You can also perform the same procedure from the Conversations module, following the same steps.
AI Summary: Automatic Obtaining of Conversation Summaries with the Magic of Atom
The AI Summary allows you to generate an automatic summary of conversations with customers, facilitating access to key information without having to manually review each conversation.
How to activate the AI Summary?
To enable this feature, follow these steps:
Go to Settings.
Go to Settings.
Access the Atom Magic section.
Access the Atom Magic section.
Enter Preferences.
Enter Preferences.
Activate the Conversation Summary option.
Activate the Conversation Summary option.
If as a supervisor you want to see the AI Summary of a conversation:
Access the Monitoring Module.
Access the Monitoring Module.
Select or search for the conversation by customer name, email, phone number, or agent name.
Select or search for the conversation by customer name, email, phone number, or agent name.
Click on the View Conversation icon.
Click on the View Conversation icon.
In the bottom menu, click on AI Summary to view it.
In the bottom menu, click on AI Summary to view it.
💡 Remember that manual assignments will not generate a summary
Voice-to-Text Transcription: Agility in Managing Audio Messages
To improve efficiency in care, Atom also offers the option to transcribe voice notes to text using artificial intelligence, allowing agents to save time and streamline conversation management.
How to enable voice-to-text transcription?
Enter Settings.
Enter Settings.
Access the Atom Magic section.
Access the Atom Magic section.
Go to Preferences.
Go to Preferences.
Activate the Transcribe voice notes to text option.
Activate the Transcribe voice notes to text option.
With these tools, supervisors and administrators can optimize conversation management, provide better support to agents, and streamline customer service processes.