Generative Custom Operators for Voice Intelligence Now Available in Public Beta

Generative Custom Operators are a new class of Voice Intelligence Language Operators, backed by Generative AI, that support a broad range of sophisticated natural language analysis tasks with a high degree of accuracy. Generative Custom Operators are now available in public beta.

Generative Custom Operators allow you to provide natural language instructions describing what you want to understand from customer calls. These instructions are then fed to a Large Language Model (LLM) along with the call transcript to analyze the customer interaction and provide actionable results.

This feature significantly extends the flexibility, power, and accessibility of custom Language Operators to address a variety of conversational intelligence use cases. Examples include (but are not limited to):

• Call Scoring: Assign an overall score based on agent performance against customized criteria.
• Script Adherence: Evaluate whether agents stuck to the script and achieved their goals.
• Tailored Summaries: Generate call summaries in the format that best fits your business needs.
• Upsell Identification: Use the context of the call to identify high-likelihood upsell opportunities.
• Lead Qualification: Use buying signals to classify leads into categories like 'Hot' or 'Cold'. 

Support for Generative Custom Operators is now available both in the Voice Intelligence Console and via API. Advanced options are also available for JSON structured Operator results and providing training examples.

To start building with Generative Custom Operators for Voice Intelligence, including use case examples and best practices, please see our getting started guide.