The Bright Pattern AI powered contact center solution features robust AI capabilities that are built into our native platform. Gain access to powerful, easy-to-use AI capabilities that are pre-integrated into the Bright Pattern platform at an attractive price, while avoiding costly stand alone solutions that require integration.
Bright Pattern uses multiple technologies and various aspects of AI in a comprehensive suite of AI solutions to meet your various needs. This includes technologies such as natural language understanding (NLU), large language models (LLM), sentiment and text analytics, machine learning, and interaction transcription and summarization.
Deliver completely automated self-service that still has a human touch, assist agents in real-time for faster resolution times, automate difficult tasks like quality management, and gain deep insights into customer behavior with the Bright Pattern AI Suite.
The Bright Pattern Contact Center AI Suite delivers powerful AI capabilities out-of-the-box, including:
Bright Pattern’s AI Suite is built specifically to improve the experience of every party in a customer interaction, including the customer, agent, supervisors, and executive management. The Bright Pattern AI Suite features powerful capabilities that address all areas of interest in the customer experience, including boosting customer satisfaction, assisting agents to boost agent performance, and simplifying quality management for supervisors.
Bright Pattern uses AI to help businesses deliver personalized self-service options to customers. Bright Pattern’s AI capabilities can accurately transcribe, understand, and react to customer speech and text.
Implementing self-service is a great way for businesses to simultaneously improve customer service while reducing costs. Self-service options typically cost $0.25 for each interaction compared to live agents which cost $12 for each interaction.
Self-service can also reduce the workload for agents, and will improve first call resolution metrics and customer satisfaction while reducing cost.
Driven By Natural Language Understanding and Large Language Models
Bright Pattern offers Natural Language Understanding and Large Language Models through a number of providers, including IBM Watson, Google AI, Microsoft Azure AI, OpenAI, and others. Companies can also bring their own AI providers if needed. These AI tools can be easily integrated into the Bright Pattern platform to power self-service, agent assist capabilities, quality management and Intent analysis for root cause resolution.
Conversational IVR
Leveraging natural language processing and speech recognition technologies, Bright Pattern’s innovative conversational IVR enables customers to interact with their customers using their natural voice, eliminating the need for frustrating menu navigation.
Unlike traditional IVRs, Bright Pattern’s solution is not limited to predefined scripts and can adapt to complex inquiries, providing a more human-like and personalized interaction. This empowers contact centers to deliver a superior customer experience while simultaneously reducing operational costs and improving agent productivity.
AI IVR
Bright Pattern’s AI IVR uses large language models (LLM) intelligently to enhance conversational IVR capabilities. The IVR can determine the customers intent and necessary information conversationally and generate the appropriate dialog to better address customer needs resulting in improved levels of customer satisfaction.
An example is if a customer expresses emotions of frustration and uses keywords that indicate they are upset, the AI IVR can respond with empathy, or can distribute the frustrated customer to agents with a high level of skill in the “Handle Upset Callers” category.
Omnichannel Chat Bot/Intelligent Virtual Agents
Bright Pattern uses AI to provide intelligent virtual agents for businesses to use. Customers can integrate a deep knowledge base to make the chatbots extremely knowledgeable and able to help customers with a significant number of tasks.
AI Auto/Suggested Response for Email, SMS, etc.
AI-driven auto responses to emails and SMS create a personalized outbound message to incoming customers. Creating an AI auto response can make these outbound messages more personalized and tailored to the experiences of the inbound interaction, improving the KPIs of the interaction and delivering a feeling of personalized customer service.
Bright Pattern empowers agents with AI through our agent assist functionality. Agents can receive real-time suggestions to better manage customer interactions, resulting in a more positive outcome. Agent assist ensures that agents can adapt to the changing requirements of a real-time customer interaction.
Unlock the power of real-time insights with Bright Pattern’s cutting-edge transcription capabilities. Powered by advanced Automatic Speech Recognition (ASR) and artificial intelligence, our solution delivers instant, highly accurate transcriptions of voice interactions directly within the agent desktop. This dramatically decreases the time it takes agents for such as tasks as data entry and insures more complete and accurate descriptions of the interaction.
This empowers your agents with unparalleled visibility into customer conversations, enabling them to better understand needs, tailor responses, and ultimately deliver exceptional service.
Supervisors gain real-time access to call transcripts, facilitating immediate feedback and coaching opportunities to enhance agent performance. These transcripts can be integrated with your preferred CRM to enrich customer data and for easy access for future review.
With Bright Pattern’s real-time transcription, elevate your contact center’s efficiency, personalization, and overall customer experience to new heights.
Examples of items on the teleprompter checklist can include a standardized way of greeting customers, guidance on taking advantage of every upselling opportunity that is presented, and guidance on key business objectives that the call must fulfill.
Bright Pattern’s AI-powered sentiment analysis allows businesses to elevate their customer interactions on both the supervisor and agent side.
By analyzing real-time conversations across all channels, Bright Pattern’s sophisticated algorithms accurately gauge customer sentiment, providing agents with immediate insights into the emotional tone of the conversation. This empowers agents to adapt their approach on-the-fly, addressing negative sentiment before it escalates and ensuring a positive customer experience.
For supervisors, real-time sentiment data is aggregated into a unified reporting dashboard, offering a comprehensive view of overall customer satisfaction and highlighting specific interactions that may require attention. With Bright Pattern’s sentiment analysis, businesses can proactively manage customer sentiment, improve agent performance, and foster stronger customer relationships.
AI is able to suggest the next best actions for agents to take in real-time. These suggestions are based on a number of factors, including key business objectives that are set, real-time status of the conversation, customer sentiment, and teleprompter response suggestions.
An example of next-best actions recommendations is AI can recommend particular services or products that the agents should bring up if a customer describes a specific situation during the conversation.
AI can inform agents to move on to a certain topic if the customer expresses a need or interest, and access the knowledge base for specific articles or information as required.
Bright Pattern’s AI-powered teleprompter checklist is a dynamic tool that enhances agent performance and ensures compliance and adherence to standardized procedures during customer interactions.
Businesses can upload scripts and prompts through the supervisor dashboard, which are then displayed to agents in real-time during conversations. This real-time guidance ensures that agents follow pre-defined business objectives, such as specific greetings, upselling opportunities, and compliance requirements.
The teleprompter adapts to the conversation’s context, incorporating customer intent data to provide relevant prompts. By leveraging the teleprompter, businesses can standardize customer interactions, improve agent performance, and drive desired outcomes.
Bright Pattern’s contact center platform is true omnichannel, which means all communication channels are unified as part of one customer journey with seamless channel switching. This means AI-driven interaction analytics are able to occur on all channels, and insight can be easily obtained on 100% of interactions on all channels. This insight can give businesses and supervisors a closer look into key business objectives like customer intent, general customer opinion and trends, and general agent performance during interactions in terms of fulfillment of key business objectives.
Bright Pattern Interaction analytics is a powerful tool that gives businesses rich information and data with deep insight into customer behavior, market trends, and business performance. The Bright Pattern AI suite analyzes all interactions between customers and agents on all channels and looks for keywords and topics that are discovered. This keyword and topic data is pooled into the unified reporting dashboard for the contact center supervisors to review and analyze.
What makes Interaction Analytics technology so powerful is its ability to allow businesses to see what popular topics are trending in their contact center. For example, businesses can see that keywords like “outage”, “confused”, and “help” are very popular at the moment. Businesses that have this info can immediately act upon it and pinpoint issues that need to be addressed.
Another example is that businesses can see if competitors’ names are being brought up and the adjectives or product names that are attached to these competitors’ names. Businesses can also detect what keywords are trending in their space, giving them market research data without the need to spend extra money and time.
AI Auto CSAT is an AI Suite capability that will automatically score the CSAT of an interaction. This score is produced based on factors like customer sentiment over text and speech, keywords, agent adherence to key business objectives, and more.
Interactions are typically transcribed by the Bright Pattern platform and saved as part of the customer’s interaction history. This transcription can be analyzed with sentiment and text analytics to pinpoint key expressed emotions, like frustration, satisfaction, and more. After being analyzed, interaction transcripts that need attention can be flagged for supervisor review.
This information is helpful because it helps supervisors find interactions that they would’ve otherwise missed, and allows them to offer better, more focused training and feedback for agents.
Quality management is one of the most difficult, yet most important functions that a great contact center needs to address. Traditionally, many call centers utilized sampling. In call center sampling, only a small sample of interactions on a small number of communication channels are checked for quality and monitored. Especially in contact centers that handle very high call volumes, it can be overwhelming doing quality management in a traditional way.
Bright Pattern’s Omni QM feature utilizes AI, natural language processing, and large language models to give supervisors the ability to monitor, transcribe, and summarize 100% of interactions on all channels. AI-based auto-scoring allows supervisors to evaluate agent interactions based on such factors as intent, script adherence, compliance, and CSAT.
Interactions are immediately scored after an interaction takes place based on a number of factors that are set by the supervisors, including taking advantage of product promotions, taking advantage of upselling opportunities, displaying an empathetic, respectful, and polite tone, and adhering to scripts and achieving business goals.
Through agent auto scoring, supervisors are able to get a score for 100% of interactions on all channels instantly, and pinpoint specific interactions that did not score as well.
Bright Pattern’s AI Suite turns on AI capabilities for your contact center instantly. Bright Pattern’s AI Suite is built-in, comprehensive, already embedded into the agent desktop and supervisor platform, and contains powerful features.
What sets Bright Pattern’s AI Suite apart from others is the depth of applications Bright Pattern’s AI capabilities can be used in. With the AI Suite, companies can get insight into customer intent without the need to survey customers, pinpoint trends that are happening in the call center, simplify the quality management process, and better customer service through dynamic agent assistance during real-time interactions.
All of these capabilities are available on a single unified platform without the need to pop-up new windows or log into different systems. These capabilities are embedded into and integrated within all call center features, making the AI Suite fast to deploy and easy to use.
