Bright Pattern AI Contact Center Suite
The Bright Pattern AI powered contact center solution features robust AI capabilities that are built into our native platform.
Bright Pattern AI Suite
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.
Bright Pattern AI Suite Offering
AI Suite (Real Time)
Virtual Agent
AI Agents engage in dynamic, context-aware conversations and adapt to complex tasks without human intervention. From automating processes like scheduling to handling customer inquiries, AI Agents boost efficiency by freeing up teams to focus on high-value work.
Transcription
Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.
Transcription, Summarization, and Note-Taking
Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.
Agent Assist and Teleprompter
Agent Assist offers real-time suggestions, reminders, and tools to ensure compliance and improve service. Features like customized teleprompters, real-time alerts, and supervisor tools such as transcription and sentiment analysis streamline workflows and enable quick intervention.
Bright Pattern AI Suite Offering
ASYNC
Transcription
Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.
Transcription, Summarization
Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.
Interaction Analytics/Intents
Interaction analytics allows you to track customer trends by detecting intents like churn through keyword matching or AI prompts. It helps identify problem areas, monitor improvements, and save time. Features like interactive dashboards and discovery analytics uncover trends, root causes, and spikes in activity.
Quality Management / Auto Scoring
Automated forms provide a comprehensive view of performance and customer experiences. With features like weighted scoring, customer surveys, and interactive dashboards, businesses can track performance, uncover insights, and monitor trends. This system allows for detailed performance analysis, helping identify areas for improvement and track progress over time.
Out-of-the-Box AI Capabilities
The Bright Pattern Contact Center AI Suite delivers powerful AI capabilities out-of-the-box, including:
Interaction Transcription and Summarization
Powerful Conversational IVR Powered by NLU and LLM
AI IVR to Improve and Personalize Self-Service
Agent Assistance for Suggestions
Supervisor Alerts for Negative Interactions and Interactions Needing Review
Teleprompter for Script Adherence and Compliance
Quality Management Auto Scoring of Interactions on All Communication Channels
Omnichannel Interaction Analytics for Intent Analysis
AI Auto CSAT
AI Auto Response on Digital Channels
AI-Powered Quality Management
Auto Scoring for QM
AI-Powered IVR for Voice of the Customer
Speech and Interaction Analytics Dashboards
Powerful, Personalized Self-Service Capabilities
Bright Pattern’s Powerful, Personalized Self-Service Capabilities leverage AI to enhance customer interactions. Their AI can transcribe, understand, and respond to speech and text, enabling businesses to provide efficient, cost-effective self-service. Compared to live agents, self-service options significantly reduce costs (from $12 to $0.25 per interaction), lessen agent workload, improve first-call resolution, and boost customer satisfaction.
Natural Language Understanding & Large Language Models
Bright Pattern integrates AI from providers like IBM Watson, Google AI, Microsoft Azure AI, and OpenAI. Businesses can also use their own AI solutions. These tools enhance self-service, agent assistance, quality management, and intent analysis, improving customer interactions and issue resolution.
Conversational IVR
Using natural language processing and speech recognition, Bright Pattern’s Conversational IVR allows customers to speak naturally instead of navigating rigid menus. This solution adapts to complex inquiries, enhancing customer experience, reducing costs, and boosting agent productivity.
AI-Powered IVR
Bright Pattern’s AI IVR understands customer intent using large language models. It can adjust responses, show empathy, and route customers to skilled agents based on their emotional state, ensuring a smoother and more personalized service experience.
Omnichannel Chatbots & Virtual Agents
AI-driven virtual agents handle customer inquiries efficiently across multiple channels. With a deep knowledge base, they assist customers with various tasks, reducing agent workload and enhancing customer satisfaction.
AI-Generated Auto Responses
AI-powered automation creates personalized responses for emails and SMS, improving engagement and customer service efficiency. These responses tailor interactions based on customer context, enhancing key performance metrics.
Real-Time Agent Assistance to Achieve Key Business Objectives
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.
Bright Pattern’s AI-powered real-time transcription instantly converts voice interactions into accurate text within the agent desktop. This reduces data entry time, ensures complete records, and helps agents deliver more personalized service.
Supervisors can access live transcripts for immediate coaching and performance insights, while CRM integration ensures enriched customer records.
Boost efficiency, accuracy, and customer satisfaction with real-time transcription.
Bright Pattern’s sentiment analysis uses AI to monitor customer emotions in real time across all channels. Agents get instant feedback to adjust their tone and approach, ensuring better outcomes.
Supervisors benefit from a unified dashboard showing sentiment trends and flagging interactions that need attention. Improve service quality, agent performance, and customer satisfaction with proactive sentiment insights.
Bright Pattern’s AI guides agents in real time with smart next-step recommendations based on business goals, live conversation context, and customer sentiment.
AI can suggest products, services, or knowledge base articles tailored to the customer’s needs—helping agents deliver faster, more relevant support and drive better outcomes.
AI-Based Omnichannel Interaction Analytics Across All Channels
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.
AI Automated Call Center Quality Management
