FastGenie — Generative AI for Contact Centers

Features

Features of FastGenie

What can be achieved by combining generative AI-powered functions to boost contact center efficiency with FastSeries products.

Point 1

Streamline customer response to almost eliminate ACW

Generative AI summarizes dialog details in real-time and automatically enters it into the system to greatly reduce after call work time (ACW). Inquiry tags and categories are automatically identified.

Point 2

Assist answers to prevent reliance on individual expertise

AI assistance for searching FAQs/knowledge items, preparing candidate answers, or editing and translating answers. Improve the quality of responses even for new employees.

Point 3

Improve customer convenience through channel enhancements

Generative AI responses to customer inquiries using a chat bot. Generative AI support in preparing FAQs. Facilitates building channels that customers find easy to use.

Point 4

Reduce VOC analysis/FAQ creation workload

Assistance for burdensome pre-analysis tasks including data preparation and sorting. Generative AI-assisted FAQ creation. Frees up time for operators to focus on implementing customer response measures.

Benefits

Elevate Your Contact Center with FastGenie

FastSeries with FastGenie empowers your team with intelligent AI capabilities

⚡

Improve Efficiency & Reduce ACW

AI summarizes conversations and records data automatically, dramatically reducing After Call Work (ACW) time.

😊

Increase Customer Satisfaction

Fast, accurate, and consistent responses deliver excellent customer experiences.

📚

Reduce Training Time for New Agents

AI suggests answers and corrects text, improving response quality to standard levels even for new employees.

📊

Valuable Insights from Customer Interactions

Extract VOC (Voice of Customer) data comprehensively, analyze trends to improve service quality.

🤖

Automate Routine Tasks

Reduce repetitive work, letting agents focus on complex issues that require expertise.

🔒

Ensure Regulatory Compliance

Secure AI system that meets quality standards and data security requirements.

📈

Scale Without Proportional Hiring

Handle increasing workloads without adding staff in the same proportion.

🔗

Seamless FastSeries Integration

Connect with FastHelp and FastAnswer seamlessly, ready to use immediately.

Functions

Main Functions

Generative AI functions supporting contact center operations in every dimension

Function 1

Agent Assistant Function

Suggest answers for inquiries, auto-generate responses, edit, rephrase, and translate answers for emails and chat messages. Customizable to your operational needs.

Function 2

Real-time Dialog Summary

Uses Speech Recognition to summarize customer interaction details and post them to the CRM system automatically. Configure summary length and Customer Harassment handling.

Function 3

Auto Category/Tag Recording

Automatically analyze and identify inquiry types, recording them in the CRM. Reduces decision time and standardizes data recording for VOC analysis.

Function 4

Advanced VOC Extraction

Comprehensively extract Voice of Customer (VOC) data for better insights and enhanced FAQ creation support.

Function 5

AI Chatbot

Interact with natural language, understand user intent and generate appropriate responses, even for complex questions.

Function 6

FAQ Generation Assistant

Extract "draft FAQ questions" from data files, manuals, and response histories. Dramatically reduce FAQ creation time. Easily compare with existing Knowledge Items.

Function 7

Enhanced FAQ Search Accuracy

Search with natural sentences like "I want to..." The system interprets meaning and intent to deliver FAQ results matching user expectations.

Function 8

Translation AI

Fast and accurate translation with context understanding, supporting multiple languages such as Thai, English, and Japanese.

FAQ

Frequently Asked Questions

Is FastGenie a cloud-based service?

FastGenie is provided as a cloud service and is part of the FastSeries product package (currently FastHelp and FastAnswer). It is not available as a standalone service.

Why choose FastGenie?

FastGenie is designed specifically for contact centers, integrates seamlessly with FastSeries, and uses verified knowledge base data for accurate results.

What types of work is FastGenie suitable for?

Suitable for any contact center looking to reduce ACW, auto-summarize conversations, generate FAQ from existing data, and improve response efficiency with AI.

Generative AI Functions