Playbook Builder™

Automate Actions

Turns GenAI insights into real-time, automated business outcomes. From agent coaching to compliance alerts to customer retention, Playbook Builder™ connects understanding to action across your entire Workforce Engagement Management ecosystem.

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Automate Actions

Enable Business Outcomes

Playbook Builder™ is bolstered by SuccessKPI’s GenAI-powered Deep Prompts that understand
why things happen, not just what happened. Deep Prompts can analyze any (or every) conversation.
Those insights feed directly into Playbook Builder™, where intelligent automation puts insights to action.

Detect coaching needs

and automatically trigger a personalized learning plan.

Identify compliance gaps

and notify supervisors in real time.

Surface upsell or churn signals

and launch the right workflow to act.

Generate auto-summaries

and quality scores.

  • Detect coaching needs and automatically trigger a personalized learning plan.

  • Identify compliance gaps and notify supervisors in real time.

  • Surface upsell or churn signals and launch the right workflow to act.

  • Generate auto-summaries and quality scores
Dashboard displaying eight playbook cards with titles and descriptions. Each card has a toggle switch set to 'On'. Titles include Agent Performance, Churn Reduction, Call Reasons, Debt Collection, Hospitality Services, Improve CX, Improve Handle Time, and Misconduct.

Operational Efficiency

Discover what drives customer interactions with Deep Prompts and automate responses that reduce handle time, control costs, and improve first-contact resolution.

Compliance & Coaching

Compliance & Coaching

Use AI-powered monitoring to detect compliance gaps, risk phrases, or behavioral trends. Automatically alert supervisors or trigger targeted coaching actions.

Agent Retention

Agent Retention

Identify early signals of burnout or frustration, then proactively launch recognition or learning playbooks to improve engagement and retention.

Flowchart visual showing call center data. Blue icons represent 1.6M calls to IVR, 420K handled, 25:26 avg duration. Orange icons show 901K calls offered, 57K abandoned, 2:37 avg abandonment time. Dotted path connects data points.

Customer Experience

Close the loop between insight and impact. Playbook Builder™ transforms sentiment and intent into actions that enhance satisfaction and loyalty in every interaction.

Playbook Builder™ Elements

1. Topics Topics

1. Topics

Collections of keywords and phrases that represent important business concepts such as “Empathy,” “Ownership,” or “Product Returns.”

2. Themes Redactions

2. Themes

Score-weighted groupings of topics that form complex ideas, like Positive Agent Behavior or Escalation Risk.

3. Actions Themes

3. Actions

Define what happens next. Send alerts and notifications, invoke AWS Lambda or REST APIs, or push data to Salesforce and Service now.

4. Redactions Custom

4. Redactions

Automatically remove PII or sensitive data from transcripts to ensure compliance and privacy.

5. Custom phrases Actions

5. Custom phrases

In many cases, certain keywords such as brand names or proper names are misunderstood by the speech engines. Custom phrases allow you to take certain homonyms, synonyms, and proper names and ensure they are pronounced correctly by the system based on your business requirements.

6. Sentiment Sentiment

6. Sentiment

Sentiment can be positive, negative, or neutral and can be based on the agent, the customer, or the entire channel.

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