Upstream Works AI

AI-Powered Efficiency with a Human Touch

Real-Time Automation in On-Premise & Cloud Contact Centers

Upstream Works AI is a flexible suite of AI capabilities for on-premise and cloud contact centers to automate customer self-service and agent assistance.

Upstream Works Omni AI Hub and the Upstream Works AI model are ready out-of-the-box to seamlessly operationalize your choice of AI, including Upstream Works AI and third-party AI providers.

Upstream Works AI powers agent guidance and automation in real-time, including conversation summaries, transcriptions, sentiment, intent and transitions across voice^ and messaging channels.

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Upstream Works AI Features

Conversation Summaries: AI-powered summaries of agent and customer conversations will be available in real-time for Unified Digital Messaging (UDM) channels and post-interaction in Interaction History.  

Transcriptions: Upstream Works AI will transcribe voice call recordings~ after the conversation, and agents can access transcriptions in Interaction History.

Customer and Agent Sentiment: Automates sentiment assessment and scores emotions during a conversation for both the agent and customer and displays sentiment in a graph.

Intent: Upstream Works AI automates the identification of intent/contact reason and suggests additional contact reasons. Intent will also be available in Interaction History after the interaction.

Transitions/Escalations: Bots will seamlessly transition chatbot conversations to an agent when needed for human, personalized assistance. Upstream Works AI automates conversation summaries for the customer/bot and customer/agent conversation.

With Upstream Works AI, implementation is easy and contact centers can quickly realize the full value of AI. Our tailored solutions allow on-premise and cloud contact centers to seamlessly operationalize your choice of AI and connect with multiple AI providers, including Upstream Works AI and third-party AI.

Upstream Works AI is secure, scalable, flexible, easy to manage, and compliant with SOC 2 Type 2 and HIPAA.

 

^Upstream Works AI supports voice inbound channel.
~Call recording is required.

Contact Us to learn how Upstream Works can help transform your Amazon Connect contact center.

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