Slice of ice Recap: AI in the Contact Center Part 2

Quick Recap of Part 1

In Part 1 of the AI in the Contact Center webinar series, we explored how AI can enhance the customer experience before the conversation even reaches a live agent. During this session, we demonstrated several capabilities designed to streamline interactions, reduce manual effort, and help customers get the information they need faster.

Key topics included:

• AI Knowledge Agents and AI Service Agents: Automatically answer questions or collect information to create support tickets
• Intent Summarization: Capture and structure key details from conversations
• Natural Language Routing, AI text-to-speech voice technology, and AI Smart Routing: Help direct customers to the right resource quickly while improving efficiency across the contact center

What We Covered in Part 2

During this session, our AI specialist, Jean-Nicolas Robitaille, walked through several AI capabilities that enhance the customer experience during and after the call. Topics and demos included:

• Agent Assist
• Live AI Conversational Analytics
• Transcription and Contact Summarization
• GenAI Insights
• Personally Identifiable Information (PII) Redactor
• AI Conversational Text for CRM
• Advanced Contact Analytics (Tethr)

Real-Time AI Support

Agent Assist

Agent Assist was a core topic of the webinar, and for good reason. It serves as a real-time digital companion for agents, helping them navigate customer conversations with more confidence and less manual effort. This helps agents resolve issues faster, reduce manual effort, and deliver more consistent customer experiences—especially for new or less experienced agents.

During a call, Agent Assist automatically surfaces suggestions and information to the agent. These include:

• Knowledge article suggestions to help the agent quickly access relevant resources
• Suggested actions such as recommended talking points or next steps
• A live transcript view
• AI insights containing sentiment and high-level interpretation of the call
• Notes and call summaries during wrap-up

The screen pop provides several panels that the agent can open to access additional context. This information updates dynamically — if a customer shifts topics, Agent Assist adjusts its guidance automatically. For example, if a caller starts asking about ice Contact Center and later switches to cloud deployment options, the content in Agent Assist updates to reflect this new intent.

Live AI Conversational Analytics

Live AI conversational analytics provides real-time transcription and sentiment during the interaction. The transcript helps agents follow the conversation accurately, while sentiment analysis monitors emotional cues. This gives the agent and supervisor better visibility into how the call is progressing.

Post-Call AI Analysis

Transcription and Contact Summarization

Transcription and contact summarization help organizations quickly understand what happened in every customer interaction without needing to listen to full recordings or review lengthy conversations. By automatically capturing transcripts and summaries, teams can save time, improve oversight, and make interaction data easier to search and analyze.

After an interaction ends, transcription and contact summarization automatically generate a full transcript and summary. This information is stored in the iceJournal suite. In iceJournal, on the left-hand side of the screen, you can select the advanced filters tab to search for keywords or specific criteria within the transcript.

For customers who have call recording and are on ice 14 and above, this functionality is included out of the box.

GenAI Insights

GenAI insights help organizations quickly identify key information from every interaction, reducing the need for manual review and making it easier to understand customer needs at scale. By automatically surfacing important details, teams can improve decision-making, identify trends, and respond more effectively to customer issues.

GenAI insights give organizations the flexibility to tailor what information they want AI to extract from each interaction. ComputerTalk offers standard contact insight packages; however, customers can fully customize their own prompts to capture the details that matter most to them.

Depending on the business needs, these may include CSAT indicators, call reason, call intent, or industry-specific requirements. These insights appear in iceJournal alongside the transcript and summary, providing a deeper understanding of customer needs and behavior.

Personally Identifiable Information (PII) Redactor

The PII redactor automatically removes sensitive information from voice recordings and transcripts across voice, chat, and email. This includes credit card numbers, names, dates, or other sensitive data, depending on how the redactor is configured. This helps organizations protect customer data, reduce compliance risk, and safely store interaction records without exposing sensitive information.

In transcripts, the removed information is replaced with characters such as “****”, whereas in voice recordings, any redacted content is replaced with silence. The redactor can run before any transcript is stored in iceJournal during an interaction, or on demand through a redaction job. For example, a team can choose to remove items such as names or birthdates and run a job to update the transcript instantly.

Note that agents can also pause the recording while handling sensitive information, ensuring data is protected from the moment it’s shared.

AI Conversational Context for CRM

With interaction details readily available in the CRM, sales, support, and customer service teams gain a more complex view of the customer without needing to switch between platforms. This helps teams respond faster, personalize interactions, and maintain better continuity across every stage of the customer journey.

This capability allows transcripts, summaries, and GenAI insights to be sent directly to your CRM. Since contact insights appear in iceJournal, organizations can replicate this data to be available within the organization’s CRM system.

Advanced Contact Analytics (Tethr)

ComputerTalk’s ice Contact Center offers an integration with Tethr’s advanced contact analytics solution. This integration provides deeper visibility into the customer experience by analyzing patterns in conversation behavior, customer effort, and operational trends. It extends ice’s existing insights by scoring every interaction, highlighting where customers may be encountering friction, and identifying the biggest drivers of satisfaction and loyalty.

These analytics make it easier for teams to spot issues such as recurring contact reasons, sentiment shifts, churn risks, and opportunities to improve agent performance. With clear dashboards and conversation-level detail, organizations can quickly understand what is affecting the customer journey and take action to improve both service quality and operational efficiency.

Key Takeaways

AI is reshaping how contact centers operate by giving agents guided support in real time, summarizing interactions automatically, and uncovering insights that once required extensive manual effort. The features highlighted in this webinar, from Agent Assist to GenAI insights, demonstrate how ice Contact Center continues to evolve to make every interaction smarter, faster, and more consistent.

If you haven’t already read Part 1 of the AI in contact center series, you can find the full recap here.