Playbooks
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.
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.
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
Use AI-powered monitoring to detect compliance gaps, risk phrases, or behavioral trends, Automatically alert supervisors or trigger targeted coaching actions.
Agent Retention
Identify early signals of burnout or frustration, then proactively launch recognition or learning playbooks to improve engagement and retention.
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
Collections of keywords and phrases that represent important business concepts such as “Empathy,” “Ownership,” or “Product Returns.”
2. Themes
Score-weighted groupings of topics that form complex ideas, like Positive Agent Behavior or Escalation Risk.
3. Actions
Define what happens next. Send alerts and notifications, invoke AWS Lambda or REST APIs, or push data to Salesforce and ServiceNow.
4. Redactions
Automatically remove PII or sensitive data from transcripts to ensure compliance and privacy.
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 can be positive, negative, or neutral and can be based on the agent, the customer, or the entire channel.
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