Helping AI Help Agents
Integrate the AI applications of your choice with the Upstream Works desktop to provide customer self-service and agent assistance. Optimize the agent experience with AI-powered guidance, automate interactions, and maintain consistent agent and customer experiences across all channels.
Omni AI Hub for On-Premise & Cloud
The Upstream Works Omni AI Hub is a centralized framework and suite of AI orchestration capabilities that power virtual customer self-service and real-time agent guidance.
On-premise and cloud contact centers can automate conversation summaries, transcriptions, intent, sentiment, and escalations for exceptional agent and customer engagements.
Accelerate innovation with the flexibility to choose your own AI, including our native Upstream Works AI model and third-party AI.
The Omni AI Hub Powers
Summarization, Transcriptions, Intent, Sentiment & More
AI Application Integrations & Intelligent Agent Assistance
Easily integrate best-of-breed AI applications and conversational AI into your digital transformation strategy without creating new silos and added complexity. Our desktop solution provides the flexibility to integrate with multiple AI applications of your choice, including our native Upstream Works AI model and/or third-party AI, so you can give your agents AI-powered guidance for intelligent CX resolutions.
Agent Assist & Real-Time Guidance
Give your agents real-time assistance and guidance with Agent Assist. Agent Assist provides a dedicated workspace on the Upstream Works desktop that integrates with your choice of AI, including our native Upstream Works AI model and/or third-party AI, to automate tasks and assist agents with conversation summaries, transcriptions, intent, sentiment, transitions/escalations, and more.
Automate Email Tasks & Interactions
The Email Bot Hander Service automates email tasks like selecting tasks in queue, sending automated replies, completing tasks, or returning tasks to the queue for review. Work with the email bot provider of your choice to improve agent response times and support agents in the background so they can focus on more complex customer issues.
Effortless Chatbot Transitions
Easily escalate chatbot interactions to human agents and accurately route based on intent. Agents will receive full visibility of the customer’s journey, including chatbot transcripts, so they can seamlessly continue the conversation for a better CX.
AI-Enabled Knowledge Management
Upstream Works Assist knowledge management provides fast and accurate guidance to agents and customers. AI-powered Agent Expert Assist is an internal knowledge portal that can be accessed directly through the Upstream Works desktop, helping to improve speed to competency and reduce training time. Customer Assist provides a convenient self-service channel through an external-facing FAQ-style webpage.
AI Performance Analytics
Optimize your AI with the Omni AI Hub. Our performance analytics include A/B testing of multiple AI providers for the same types of conversation, the same queues, intent, and sentiment.
*Bots available with third-party integrations
~Requires Knowledge Management subscription or integration