GenAI Features - Agent AI

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LLM-powered features for Agent AI that enhance agent productivity, utterance generation, sentiment analysis, and conversation quality.

Model Feature Matrix

(✅ Supported | ❌ Not supported)

Feature	Azure OpenAI	OpenAI	Custom LLM	XO GPT
Agent Coaching	GPT-4o	GPT-4o, GPT-4o mini	✅	❌
Conversation Summary	❌	❌	✅	✅
Generating Opposite Utterance Suggestions	GPT-3.5 Turbo	GPT-3.5 Turbo, GPT-4, GPT-4 Turbo, GPT-4o, GPT-4o mini	✅	❌
Generating Similar Answer Suggestions	❌	GPT-3.5 Turbo, GPT-4, GPT-4o mini	❌	❌
Generating Similar Utterance Suggestions	GPT-3.5 Turbo	GPT-3.5 Turbo, GPT-4, GPT-4 Turbo, GPT-4o, GPT-4o mini	✅	❌
Sentiment Analysis	GPT-4o	GPT-4o, GPT-4o mini	✅	❌

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Features

Agent Coaching

Generates best-response suggestions for agents based on conversation history and the current message. Learn more.

Agent Playbook

Configure models to power playbooks with GenAI, resulting in more accurate triggers and step adherence based on conversation history. Learn more.

Conversation Summary

Generates LLM-based conversation summaries at agent handoff, transfer between agents, and conversation wrap-up.

Generating Opposite Utterance Suggestions

Uses LLMs to generate opposite utterances during design time.

Generating Similar Answer Suggestions

Uses LLMs to generate semantically similar answers during design time.

Generating Similar Utterance Suggestions

Uses LLMs to generate semantically similar utterances during design time.

Sentiment Analysis

Displays a real-time sentiment indicator during active chat conversations, updating dynamically as the conversation progresses.

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