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<!DOCTYPE html><html lang="en"><head><meta charSet="utf-8"/><title>CX AI Features - Reference</title><meta name="description" content="Discover ElevateAI, the advanced CX AI framework designed to analyze interactions at scale. With voice activity analysis, pre-built behavioral models, and NICE Enlighten scores, it offers quick insights into customer-agent interactions. Assess agent behav"/><meta name="image" content=""/><meta name="twitter:card" content="summary_large_image"/><meta name="twitter:title" content="CX AI Features - Reference"/><meta name="twitter:description" content="Discover ElevateAI, the advanced CX AI framework designed to analyze interactions at scale. With voice activity analysis, pre-built behavioral models, and NICE Enlighten scores, it offers quick insights into customer-agent interactions. 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Transcript</span></div></a></div><div title="Declare a Chat Interaction"><a href="https://docs.elevateai.com/tutorials/declare-a-chat-interaction" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Declare a Chat Interaction"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Declare a Chat Interaction</span></div></a></div><div title="Echo Model Supported Languages"><a href="/echo-model-supported-languages" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Echo Model Supported Languages"><span class="truncate">Echo Model Supported Languages</span></div></a></div></div></div><div title="Check the Status"><a class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-1ydoibe" title="Check the Status"><span class="truncate">Check the Status</span></div><div class="flex flex-col" role="button" aria-label="expandable"><div class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="transform rotate-90 text-gray-400"><polyline points="9 18 15 12 9 6"></polyline></svg></div></div></a><div class="flex-1 max-w-full pl-[26px]"><div title="Check the Processing Status"><a href="https://docs.elevateai.com/tutorials/check-the-processing-status" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Check the Processing Status"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Check the Processing Status</span></div></a></div><div title="Retrieve Declared Parameters"><a href="https://docs.elevateai.com/tutorials/retrieve-declared-parameters" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Retrieve Declared Parameters"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Retrieve Declared Parameters</span></div></a></div></div></div><div title="Retrieve Results"><a class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-1ydoibe" title="Retrieve Results"><span class="truncate">Retrieve Results</span></div><div class="flex flex-col" role="button" aria-label="expandable"><div class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="transform rotate-90 text-gray-400"><polyline points="9 18 15 12 9 6"></polyline></svg></div></div></a><div class="flex-1 max-w-full pl-[26px]"><div title="Get Phrase-by-Phrase Transcript"><a href="https://docs.elevateai.com/tutorials/get-phrase-by-phrase-transcript" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Get Phrase-by-Phrase Transcript"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Get Phrase-by-Phrase Transcript</span></div></a></div><div title="Get Punctuated Transcript"><a href="https://docs.elevateai.com/tutorials/get-punctuated-transcript" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Get Punctuated Transcript"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Get Punctuated Transcript</span></div></a></div><div title="Get CX AI"><a href="https://docs.elevateai.com/tutorials/get-cx-ai" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Get CX AI"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Get CX AI</span></div></a></div></div></div><div title="Generative AI"><a class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-1ydoibe" title="Generative AI"><span class="truncate">Generative AI</span></div><div class="flex flex-col" role="button" aria-label="expandable"><div class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="transform rotate-90 text-gray-400"><polyline points="9 18 15 12 9 6"></polyline></svg></div></div></a><div class="flex-1 max-w-full pl-[26px]"><div title="ElevateAI Generative AI API Calls"><a href="https://docs.elevateai.com/tutorials/elevateai-generative-ai-api-calls" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="ElevateAI Generative AI API Calls"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">ElevateAI Generative AI API Calls</span></div></a></div><div title="Making API Requests for Generative AI"><a href="https://docs.elevateai.com/tutorials/making-api-requests-for-generative-ai-results" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Making API Requests for Generative AI"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Making API Requests for Generative AI</span></div></a></div><div title="Generative AI API Endpoint Details"><a href="https://docs.elevateai.com/tutorials/generative-ai-api-endpoint-details" class="ab-tree-navigation-link ab-tab-focus text-lg cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-gray-600 dark:text-gray-300 css-1qawfwf" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Generative AI API Endpoint Details"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Generative AI API Endpoint Details</span></div></a></div></div></div><div title="Delete Data"><a href="https://docs.elevateai.com/tutorials/delete-data" class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Delete Data"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Delete Data</span></div></a></div><div title=".Net SDK"><a href="https://github.com/NICEElevateAI/ElevateAI.SDK" target="_blank" class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title=".Net SDK"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">.Net SDK</span></div></a></div><div title="Python SDK"><a href="https://github.com/NICEElevateAI/ElevateAIPythonSDK/" target="_blank" class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Python SDK"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Python SDK</span></div></a></div><div title="Java SDK"><a href="https://github.com/NICEElevateAI/ElevateAIJavaSDK" target="_blank" class="ab-tree-navigation-link ab-tab-focus cursor-pointer select-none flex items-center justify-between pr-0 pt-1 ab-tree-navigation-link-inactive text-lg text-gray-900 dark:text-white css-wo1xh2" role="link" tabindex="0"><div class="flex items-center css-9whsf3" title="Java SDK"><span class="mr-1"><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="#d1d5db" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="inline"><path d="M18 13v6a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V8a2 2 0 0 1 2-2h6"></path><polyline points="15 3 21 3 21 9"></polyline><line x1="10" y1="14" x2="21" y2="3"></line></svg></span><span class="truncate">Java SDK</span></div></a></div></div></div></div><div class="my-2 hidden"><a href="https://www.archbee.com/?utm_campaign=hosted-docs&utm_medium=referral&utm_source=docs.elevateai.com" target="_blank" class="flex items-center justify-center mx-auto unselectable px-4 py-1 h-[40px] border cursor-pointer rounded-lg bg-gray-400/5 border-transparent w-full"><span class="text-gray-600 dark:text-gray-300">Docs powered by</span> <span class="flex items-center gap-1.5 font-semibold text-gray-600 dark:text-gray-100">Archbee</span></a></div></div><div role="main" class="ab-center-column md:flex justify-center grow xl:px-7 xl:overflow-x-hidden"><div class="w-full max-w-[768px]" id="main-column"><div><div class="flex flex-col justify-center pt-4 xl:pt-7"><div class="flex flex-1 w-full justify-center pb-0"><div class="flex flex-initial flex-col w-full"><div class="flex items-center pl-0 pr-2 mb-4 xl:-mt-1.5"><div class="flex"><div><div class="flex text-gray-400 flex-wrap"><div class="flex"><div class="flex pr-2 text-gray-500 dark:text-gray-400 items-center hover:underline hover:text-gray-800 dark:hover:text-gray-100 cursor-pointer font-semibold css-14z14h8">Overview</div></div></div></div></div></div><h1 class="ab-doc-name h1 font-bold text-5xl break-words w-full max-w-full mt-0 pb-0 xl:-mt-1.5 mb-8 css-ydpz48">CX AI Features</h1><div><div id="STRIPE_TEMPLATE_EDITOR" class="archbee-editor-v2 relative flex flex-col electron-no-drag text-lg bg-white text-gray-600 dark:bg-gray-900 dark:text-gray-300 break-words w-full flex-initial max-w-full"><div spellcheck="false" data-slate-editor="true" data-slate-node="value" contenteditable="false" zindex="-1" style="position:relative;white-space:pre-wrap;word-wrap:break-word"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h1 class="ab-h1 heading heading-1 font-bold text-4xl break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 1" id="_CHJB" data-cy="heading-one-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Introduction</span></span></span><a href="#_CHJB" contenteditable="false" tabindex="0" aria-label="// Introduction" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="34" height="34" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h1></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Today’s consumers have an abundance of choice in a borderless and boundless digital landscape. They’re increasingly impatient with brands that don’t deliver on their expectations. Every engagement is a piece of the experience, and builds on one another.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Information is power</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">, and with CX AI powered by over 20 years of contact center research and innovation, ElevateAI enables </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">immediate insight</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> into interactions </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">at scale </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">including </span></span></span><a data-slate-node="element" data-slate-inline="true" href="https://docs.elevateai.com/cx-ai-features#vPRBk" rel="nofollow noreferrer noopener" class="ab-link ab-tab-focus relative underline decoration-from-font underline-offset-4 cursor-pointer font-bold break-words transition-all text-ab-blue-500 dark:text-ab-blue-400 css-1y36zbg" target="_blank" title="https://docs.elevateai.com/cx-ai-features#vPRBk" tabindex="-1"><span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">voice activity</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></span></a><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> and purposeful, pre-built </span></span></span><a data-slate-node="element" data-slate-inline="true" href="https://docs.elevateai.com/cx-ai-features#l1zOY" rel="nofollow noreferrer noopener" class="ab-link ab-tab-focus relative underline decoration-from-font underline-offset-4 cursor-pointer font-bold break-words transition-all text-ab-blue-500 dark:text-ab-blue-400 css-1y36zbg" target="" title="https://docs.elevateai.com/cx-ai-features#l1zOY" tabindex="-1"><span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">behavioral models</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></span></a><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">We are </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><u data-slate-leaf="true" class="ab-underline break-words" data-cy="underline-mark"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">pleased to announce</span></strong></i></u></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> that effective v1.11 on February 29, 2024 all declared interactions will include the available CX AI processing. </span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">ElevateAI provides access to an AI framework that enables you to make every application and process smarter:</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper text-gray-600 dark:text-gray-300 w-full"><ul class="ab-ul-list unordered-list pl-10 mb-5 css-1r0cu0f" data-cy="unordered-list"><li data-slate-node="element" class="ab-list-item list-item relative first:pt-0 pt-3 pl-2 marker:text-gray-400 marker:font-semibold marker:[font-feature-settings="`ss01`,`cv01`,`tnum`"]" data-cy="list-item"><div data-slate-node="element" class="ab-list-item-child list-item-child" placeholder="Type / for blocks, @ to link docs or people" data-cy="list-item-child"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Complete, objective, and automated analysis of your interactions</span></span></span></div></li><li data-slate-node="element" class="ab-list-item list-item relative first:pt-0 pt-3 pl-2 marker:text-gray-400 marker:font-semibold marker:[font-feature-settings="`ss01`,`cv01`,`tnum`"]" data-cy="list-item"><div data-slate-node="element" class="ab-list-item-child list-item-child" placeholder="Type / for blocks, @ to link docs or people" data-cy="list-item-child"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Predictive and prescriptive insights</span></span></span></div></li><li data-slate-node="element" class="ab-list-item list-item relative first:pt-0 pt-3 pl-2 marker:text-gray-400 marker:font-semibold marker:[font-feature-settings="`ss01`,`cv01`,`tnum`"]" data-cy="list-item"><div data-slate-node="element" class="ab-list-item-child list-item-child" placeholder="Type / for blocks, @ to link docs or people" data-cy="list-item-child"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Purpose-built and ready made models</span></span></span></div></li></ul></div><div data-slate-node="element" data-slate-void="true" class="ab-horizontal-divider flex justify-center items-center select-none pt-2.5 mb-5" data-cy="horizontal-divider"><div contenteditable="false" class="w-full my-2.5 bg-gray-200 dark:bg-gray-600" style="height:1px;min-height:1px;max-height:1px"></div><div data-slate-spacer="true" style="height:0;color:transparent;outline:none;position:absolute"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></div></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h1 class="ab-h1 heading heading-1 font-bold text-4xl break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 1" id="vPRBk" data-cy="heading-one-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Voice Activity</span></span></span><a href="#vPRBk" contenteditable="false" tabindex="0" aria-label="// Voice Activity" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="34" height="34" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h1></div><div data-slate-node="element" data-cy="vertical-split" class="ab-plugin-wrapper ab-vertical-split flex flex-row relative mb-5 w-full"><div data-cy="divider-child" class="pr-2 w-1/2"><div data-slate-node="element" class="ab-vertical-split-item"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">For any </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">audio</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> interaction, the </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">voiceActivitySegments</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> included when </span></span></span><a data-slate-node="element" data-slate-inline="true" href="https://docs.elevateai.com/tutorials/get-cx-ai" rel="nofollow noreferrer noopener" class="ab-link ab-tab-focus relative underline decoration-from-font underline-offset-4 cursor-pointer font-bold break-words transition-all text-ab-blue-500 dark:text-ab-blue-400 css-1y36zbg" target="" title="https://docs.elevateai.com/tutorials/get-cx-ai" tabindex="-1"><span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">retrieving CX AI results</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></span></a><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> provide the start and stop time </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">in milliseconds</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> for all </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">voice</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> and </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">silence</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> segments, enabling immediate insight into total </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">non-interaction time</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> (reflective of the time participants are not interacting with one another as a result of holds and/or silences).</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">In addition, for </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">audio</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> interactions, ElevateAI </span></span></span><a data-slate-node="element" data-slate-inline="true" href="https://docs.elevateai.com/transcription-features#fDLGr" rel="nofollow noreferrer noopener" class="ab-link ab-tab-focus relative underline decoration-from-font underline-offset-4 cursor-pointer font-bold break-words transition-all text-ab-blue-500 dark:text-ab-blue-400 css-1y36zbg" target="_blank" title="https://docs.elevateai.com/transcription-features#fDLGr" tabindex="-1"><span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">automatically identifies</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></span></a><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> whether each voice segment is associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">particpantOne</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> or </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">particpantTwo</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">, empowering you with information related to the total </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">talk time</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> associated with each speaker as well as any </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">cross-talk</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> that may have occurred and who initiated it.</span></span></span></p></div></div></div><div class="pl-2 w-1/2"><div data-slate-node="element" class="ab-vertical-split-item"><div data-slate-node="element" data-slate-void="true" id="nSAhaoBfvIkLVEe_qDbMs" class="ab-code-editor ab-hover-out mb-0 ab-plugin-wrapper transition delay-75 w-full ease-out"><div class="select-none" contenteditable="false"><div contenteditable="false" class="ab-code-editor code-editor select-none ab-hover-out" style="padding-top:38px"><div class="ab-code-editor-language-bar"><div class="hidden xl:block"></div><div class="flex justify-between"><div class="flex flex-1 overflow-x-auto"><div class="flex items-center flex-shrink-0"><div class="flex flex-shrink-0" data-rbd-droppable-id="language-droppable" data-rbd-droppable-context-id="4169"><div class="flex" data-rbd-draggable-context-id="4169" data-rbd-draggable-id="Xn58N4rkMER9mr6dUqGj4"><div class="ab-code-language-label ab-selected"><span class="flex-shrink-0">Sample CX AI Response</span></div></div></div></div></div><div class="flex items-center whitespace-nowrap"><div class="flex justify-center items-center mr-4 pl-2 cursor-pointer" data-state="closed"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"><rect x="9" y="9" width="13" height="13" rx="2" ry="2"></rect><path d="M5 15H4a2 2 0 0 1-2-2V4a2 2 0 0 1 2-2h9a2 2 0 0 1 2 2v1"></path></svg></div></div></div></div><div class="ab-prism-editor w-full break-inside-avoid"><div class="ab-prism-editor-wrap w-full h-full read-only"><div class="ab-code-editor-scroll overflow-x-auto ab-scrollbars overflow-y-hidden flex flex-col max-h-full h-full min-h-[36px] px-4 py-6"><div class="ab-react-simple-code-editor" style="position:relative;text-align:left;box-sizing:border-box;padding:0"><div class="language-clike ab-pre" aria-hidden="true" style="margin:0;border:0;background:none;box-sizing:inherit;display:inherit;font-family:inherit;font-size:inherit;font-style:inherit;font-variant-ligatures:inherit;font-weight:inherit;letter-spacing:inherit;line-height:inherit;tab-size:inherit;text-indent:inherit;text-rendering:inherit;text-transform:inherit;word-break:keep-all;overflow-wrap:break-word;white-space:pre;position:relative;pointer-events:none;padding-top:0;padding-right:0;padding-bottom:0;padding-left:0"><span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">1</span><span class="token punctuation">{</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">2</span> <span class="token string">"allParticipants:"</span> <span class="token punctuation">{</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">3</span> <span class="token punctuation">.</span><span class="token punctuation">.</span><span class="token punctuation">.</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">4</span> <span class="token string">"voiceActivitySegments"</span><span class="token punctuation">:</span> <span class="token punctuation">[</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">5</span> <span class="token punctuation">{</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">6</span> <span class="token string">"startTimeOffset"</span><span class="token punctuation">:</span> <span class="token number">0</span><span class="token punctuation">,</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">7</span> <span class="token string">"endTimeOffset"</span><span class="token punctuation">:</span> <span class="token number">4920</span><span class="token punctuation">,</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">8</span> <span class="token string">"result"</span><span class="token punctuation">:</span> <span class="token string">"VOICE"</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">9</span> <span class="token punctuation">}</span><span class="token punctuation">,</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">10</span> <span class="token punctuation">{</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">11</span> <span class="token string">"startTimeOffset"</span><span class="token punctuation">:</span> <span class="token number">4920</span><span class="token punctuation">,</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">12</span> <span class="token string">"endTimeOffset"</span><span class="token punctuation">:</span> <span class="token number">7560</span><span class="token punctuation">,</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">13</span> <span class="token string">"result"</span><span class="token punctuation">:</span> <span class="token string">"SILENCE"</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">14</span> <span class="token punctuation">}</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">15</span> <span class="token punctuation">.</span><span class="token punctuation">.</span><span class="token punctuation">.</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">16</span> <span class="token punctuation">]</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">17</span> <span class="token punctuation">}</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">18</span> <span class="token punctuation">.</span><span class="token punctuation">.</span><span class="token punctuation">.</span> <span class="ab-code-line-number flex items-center justify-end absolute text-right pt-[1px] text-[12px] leading-[22px] -left-8 w-6 h-[22px] text-gray-400 dark:text-gray-600">19</span><span class="token punctuation">}</span><br /></div><textarea 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"voiceActivitySegments": [ { "startTimeOffset": 0, "endTimeOffset": 4920, "result": "VOICE" }, { "startTimeOffset": 4920, "endTimeOffset": 7560, "result": "SILENCE" } ... ] } ... }</textarea><style> /** * Reset the text fill color so that placeholder is visible */ .npm__react-simple-code-editor__textarea:empty { -webkit-text-fill-color: inherit !important; } /** * Hack to apply on some CSS on IE10 and IE11 */ @media all and (-ms-high-contrast: none), (-ms-high-contrast: active) { /** * IE doesn't support '-webkit-text-fill-color' * So we use 'color: transparent' to make the text transparent on IE * Unlike other browsers, it doesn't affect caret color in IE */ .npm__react-simple-code-editor__textarea { color: transparent !important; } .npm__react-simple-code-editor__textarea::selection { background-color: #accef7 !important; color: transparent !important; } } </style></div></div></div></div></div></div><div data-slate-spacer="true" style="height:0;color:transparent;outline:none;position:absolute"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></div></div></div></div></div><div data-slate-node="element" data-slate-void="true" class="ab-horizontal-divider flex justify-center items-center select-none pt-2.5 mb-5" data-cy="horizontal-divider"><div contenteditable="false" class="w-full my-2.5 bg-gray-200 dark:bg-gray-600" style="height:1px;min-height:1px;max-height:1px"></div><div data-slate-spacer="true" style="height:0;color:transparent;outline:none;position:absolute"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span></div></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h1 class="ab-h1 heading heading-1 font-bold text-4xl break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 1" id="zHkYJ" data-cy="heading-one-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Enlighten Bundles</span></span></span><a href="#zHkYJ" contenteditable="false" tabindex="0" aria-label="// Enlighten Bundles" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="34" height="34" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h1></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><a data-slate-node="element" data-slate-inline="true" href="https://www.nice.com/websites/enlighten-ai" rel="nofollow noreferrer noopener" class="ab-link ab-tab-focus relative underline decoration-from-font underline-offset-4 cursor-pointer font-bold break-words transition-all text-ab-blue-500 dark:text-ab-blue-400 css-1y36zbg" target="_blank" title="https://www.nice.com/websites/enlighten-ai" tabindex="-1"><span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">NICE Enlighten</span></i></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-zero-width="z" data-slate-length="0"></span></i></span></span></span></a><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true"> scores associated with each behavioral model are represented as an overall score as well as through each quartile of the interaction, providing key insight into shifts in behaviors.</span></i></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h2 class="ab-h2 heading heading-2 text-3xl tracking-tighter font-bold break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 2" id="nIOo8" data-cy="heading-two-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Behaviors for Customer Satisfaction</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><a href="#nIOo8" contenteditable="false" tabindex="0" aria-label="Behaviors for Customer Satisfaction" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="30" height="30" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h2></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="7aSzG" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Acknowledge Loyalty</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Acknowledge Loyalty </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in taking a moment to acknowledge the caller's tenure with the organization, and showing appreciation for their loyalty. The model was trained to consider language across both participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="J6cSZ" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Active Listening</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Active Listening </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in in actively responding in the conversation, and not asking the caller to repeat themselves. The model was trained to consider language across both participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="PnSA6" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Be Empathetic</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Be Empathetic </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in acknowledging stated issues and their related impacts/hardships to the caller. The model was trained to consider language across both participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="OAxDX" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Build Rapport</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Build Rapport </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in engaging the caller in general dialogue not specific to the reason for contacting to build a personal connection. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="P_IO0" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Demonstrate Ownership</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Demonstrate Ownership </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in reassuring the caller that the agent understands the issue, and is ready and able to help. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="4wrYJ" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Effective Questioning</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Effective Questioning </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in asking meaningful questions to explore the caller's experience, issues, and/or opportunities. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="wC8Wa" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Inappropriate Action</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Inappropriate Action </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">not </span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">denying a caller's request to transfer the contact, using inappropriate language, or other offensive acts. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="xpAvl" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Promote Self Service</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Promote Self Service </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in promoting the availability of self-service options (IVR, website, app, etc.) where appropriate during an interaction. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="B-osA" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Sentiment</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Sentiment</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> score reflects higher predicted likelihood the customer would provide a positive post-contact survey upon completion of the interaction. Detectors include both language properties (spoken words) and acoustic properties (pitch and tone, laughter detection, and cross-talk). The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the caller's sentiment, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="B5Jt8" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Set Expectations</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Set Expectations </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">agent proficiency</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> in summarizing actions and next steps and informing the caller of what to expect and/or required actions. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this agent behavior.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h2 class="ab-h2 heading heading-2 text-3xl tracking-tighter font-bold break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 2" id="9Y6hf" data-cy="heading-two-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Vulnerable Customer Behaviors</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><a href="#9Y6hf" contenteditable="false" tabindex="0" aria-label="Vulnerable Customer Behaviors" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="30" height="30" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h2></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">vulnerable customer</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is defined by the UK Financial Conduct Authority as "someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care." These customers may require additional actions on the part of financial firms to ensure they receive fair and equal service.</span></span></span></p></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="LoGfC" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Vulnerable Customer</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Vulnerable Customer</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> score reflects higher predicted probability that the customer falls into one or more of the five Vulnerable Customer sub-categories. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the customer's demonstrated vulnerability, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="Cp8Vd" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Vulnerable Capability</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Vulnerable Capability </span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">score reflects higher predicted probability that the customer has reduced knowledge of financial matters or low confidence in managing money; and/or a low capability in other relevant areas such as literacy or digital skills. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the customer's demonstrated vulnerability, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="2j_R6" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Vulnerable Health</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Vulnerable Health</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> score reflects higher predicted probability that the customer is experiencing physical health conditions or illnesses that affect his/her ability to carry out day-to-day tasks. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the customer's demonstrated vulnerability, and as such it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="JuzR7" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Vulnerable Life Event</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Vulnerable Life Event</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> score reflects higher predicted probability that the customer is experiencing negative circumstances such as bereavement, job loss, or relationship breakdown. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the customer's demonstrated vulnerability, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="ZMuj9" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Vulnerable Mental Health</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Vulnerable Mental Health</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> score reflects higher predicted probability that the customer is experiencing mental health conditions or illnesses that affect his/her ability to carry out day-to-day tasks. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the customer's demonstrated vulnerability, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">.</span></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper ab-expandable-heading flex pb-0 mt-10 mb-5 w-full"><button tabindex="0" class="ab-tab-focus flex cursor-pointer pr-2" role="button" aria-label="Toggle Expandable heading" data-cy="heading-toggle-undefined"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="padding-left:2px;padding-right:2px;margin-top:2px"><polyline points="6 9 12 15 18 9"></polyline></svg></button><div class="flex flex-col css-gn7wic"><button class="cursor-pointer"><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-0 w-full"><h3 class="ab-h3 heading heading-3 font-bold text-2xl tracking-tighter break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 3" id="ds3nd" data-cy="heading-three-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">//</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> Vulnerable Resilience</span></span></span></h3></div></button><div class="flex-col"><div data-slate-node="element" class="ab-plugin-wrapper mb-0 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-0"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">A more positive </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">Vulnerable Resilience</span></strong></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> score reflects higher predicted probability that the customer is experiencing reduced ability to withstand financial and/or emotional shocks. The model was trained to consider language across </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><i data-slate-leaf="true" class="ab-italic break-words" data-cy="italic-mark"><span data-slate-string="true">both</span></i></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> participants when identifying the customer's demonstrated vulnerability, and as such, it is recommended that the score associated with </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-leaf="true" class="ab-code bg-gray-100 dark:bg-gray-800 dark:text-white border border-gray-200 break-words dark:border-gray-700 py-0.5 px-1.5 my-0 mx-0.5 rounded font-mono" style="font-size:14px"><span data-slate-string="true">allParticipants</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> is leveraged when assessing this </span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><strong data-slate-leaf="true" class="ab-bold font-bold break-words text-gray-800 dark:text-gray-100" data-cy="bold-mark"><span data-slate-string="true">customer behavior.</span></strong></span></span></p></div></div></div></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h2 class="ab-h2 heading heading-2 text-3xl tracking-tighter font-bold break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 2" id="aHLvB" data-cy="heading-two-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">Financial Distress</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> (BETA)</span></span></span><a href="#aHLvB" contenteditable="false" tabindex="0" aria-label="Financial Distress (BETA)" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="30" height="30" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h2></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 mt-10 w-full"><h2 class="ab-h2 heading heading-2 text-3xl tracking-tighter font-bold break-words break-inside-avoid toc-scroll-target text-gray-800 dark:text-gray-100 css-1voruy" placeholder="Heading 2" id="4bfG2" data-cy="heading-two-element"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="z" data-slate-length="0"></span></span></span><span data-slate-node="element" data-slate-inline="true" class="css-1eolpgr"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true">High Risk Transaction</span></span></span></span><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-string="true"> (BETA)</span></span></span><a href="#4bfG2" contenteditable="false" tabindex="0" aria-label="High Risk Transaction (BETA)" class="relative select-none css-14ww1q5"><span class="ml-2"><svg xmlns="http://www.w3.org/2000/svg" width="30" height="30" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="p-0.5 copy-link cursor-pointer hidden absolute stroke-current css-1etxbbi"><circle cx="12" cy="5" r="3"></circle><line x1="12" y1="22" x2="12" y2="8"></line><path d="M5 12H2a10 10 0 0 0 20 0h-3"></path></svg></span></a></h2></div><div data-slate-node="element" class="ab-plugin-wrapper mb-5 w-full"><p class="ab-paragraph w-full mt-0 leading-7 break-words text-gray-600 dark:text-gray-300 mb-5"><span data-slate-node="text"><span data-slate-leaf="true"><span data-slate-zero-width="n" data-slate-length="0"><br/></span></span></span></p></div></div></div></div></div></div><div class="flex flex-col"><div class="no-print flex flex-col justify-end sm:flex-col w-full max-w-full pt-16"><div class="border-t border-gray-100 dark:border-gray-800 mb-7"></div><div class="flex flex-col lg:flex-row justify-between w-full dark:border-gray-800 mb-12"><a title="Transcription Features" tabindex="0" class="ab-nav-left ab-tab-focus flex flex-1 items-center lg:max-w-[calc(50%-0.5rem)] justify-start text-left mb-2 rounded-2xl cursor-pointer py-3 px-4 bg-gray-50 dark:bg-gray-850 hover:bg-gray-100 dark:hover:bg-gray-800 css-i4glwc" href="/transcription-features"><div class="mr-3"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="navigation-arrow stroke-current text-gray-300 dark:text-gray-500 transition-all"><circle cx="12" cy="12" r="10"></circle><polyline points="12 8 8 12 12 16"></polyline><line x1="16" y1="12" x2="8" y2="12"></line></svg></div><div class="max-w-[90%]"><div class="text-gray-500 dark:text-gray-400 text-xs font-bold mt-0.5 text-left">PREVIOUS</div><div class="ab-nav-left-text text-left font-bold text-lg truncate">Transcription Features</div></div></a><a title="Echo Model Supported Languages" tabindex="0" class="ab-nav-right ab-tab-focus flex flex-1 items-center lg:max-w-[calc(50%-0.5rem)] justify-end text-right mb-2 rounded-2xl cursor-pointer py-3 px-4 bg-gray-50 dark:bg-gray-850 hover:bg-gray-100 dark:hover:bg-gray-800 css-i4glwc" href="/echo-model-supported-languages"><div class="max-w-[90%]"><div class="text-gray-500 dark:text-gray-400 text-xs font-bold mt-0.5">NEXT</div><div class="ab-nav-right-text text-right max-w-full font-bold text-lg truncate">Echo Model Supported Languages</div></div><div class="ml-3"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="navigation-arrow stroke-current text-gray-300 dark:text-gray-500 transition-all"><circle cx="12" cy="12" r="10"></circle><polyline points="12 16 16 12 12 8"></polyline><line x1="8" y1="12" x2="16" y2="12"></line></svg></div></a></div><div class="flex justify-center"><div class="my-2 hidden"><a href="https://www.archbee.com/?utm_campaign=hosted-docs&utm_medium=referral&utm_source=docs.elevateai.com" target="_blank" class="flex items-center justify-center mx-auto unselectable px-4 py-1 h-[40px] border cursor-pointer rounded-lg bg-gray-400/5 border-transparent w-[248px]"><span class="text-gray-600 dark:text-gray-300">Docs powered by</span> <span class="flex items-center gap-1.5 font-semibold text-gray-600 dark:text-gray-100">Archbee</span></a></div></div></div></div></div></div></div></div><div class="hidden"><div class="w-0 h-0 fixed right-0 bottom-0 pr-2 pt-7 xl:h-screen xl:w-1/3 xl:min-w-[33.33%] 2xl:min-w-[auto] 2xl:max-w-[450px] bg-white dark:bg-gray-900" style="top:100px"><div class="overflow-hidden h-full"><div id="ab-code-drawer" class="h-full"></div></div></div></div><div class="hidden xl:block w-[256px] 2xl:w-[360px] xl:flex-shrink-0"><div class="ab-right-column"><div class="ab-toc-container"><div class="w-[256px] 2xl:w-[360px]"><div role="complementary" class="hidden xl:block fixed right-0 transform z-100 w-[256px] 2xl:w-[360px] css-vqoxdd"><div class="text-gray-500 relative css-y99kjm"><div><div data-overlayscrollbars-initialize="" style="max-height:65vh" class="absolute flex flex-col z-10 bg-white dark:bg-gray-900 w-[256px] 2xl:w-[360px]"><div data-overlayscrollbars-contents=""><div class="flex p-7 pl-0"><div class="mr-7 border-l border-gray-100 dark:border-gray-800 w-[1px]"></div><div class="pb-4 overflow-hidden"><div class="flex w-full items-center text-gray-500 dark:text-gray-400 mb-4"><div class="flex items-center justify-center font-semibold text-xs"><svg width="16" height="16" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg" class="inline-block mr-2.5"><path stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" d="M2 3H8C9.06087 3 10.0783 3.42143 10.8284 4.17157C11.5786 4.92172 12 5.93913 12 7V21C12 20.2044 11.6839 19.4413 11.1213 18.8787C10.5587 18.3161 9.79565 18 9 18H2V3Z"></path><path stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" d="M22 3H16C14.9391 3 13.9217 3.42143 13.1716 4.17157C12.4214 4.92172 12 5.93913 12 7V21C12 20.2044 12.3161 19.4413 12.8787 18.8787C13.4413 18.3161 14.2044 18 15 18H22V3Z"></path></svg><div class="flex leading-3">TABLE OF CONTENTS</div></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h1 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#_CHJB" title="// Introduction" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Introduction</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h1 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#vPRBk" title="// Voice Activity" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Voice Activity</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h1 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#zHkYJ" title="// Enlighten Bundles" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Enlighten Bundles</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h2 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#nIOo8" title="Behaviors for Customer Satisfaction" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">Behaviors for Customer Satisfaction</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#7aSzG" title="// Acknowledge Loyalty" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Acknowledge Loyalty</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#J6cSZ" title="// Active Listening" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Active Listening</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#PnSA6" title="// Be Empathetic" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Be Empathetic</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#OAxDX" title="// Build Rapport" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Build Rapport</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#P_IO0" title="// Demonstrate Ownership" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Demonstrate Ownership</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#4wrYJ" title="// Effective Questioning" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Effective Questioning</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#wC8Wa" title="// Inappropriate Action" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Inappropriate Action</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#xpAvl" title="// Promote Self Service" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Promote Self Service</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#B-osA" title="// Sentiment" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Sentiment</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#B5Jt8" title="// Set Expectations" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Set Expectations</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h2 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#9Y6hf" title="Vulnerable Customer Behaviors" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">Vulnerable Customer Behaviors</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#LoGfC" title="// Vulnerable Customer" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Vulnerable Customer</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#Cp8Vd" title="// Vulnerable Capability" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Vulnerable Capability</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#2j_R6" title="// Vulnerable Health" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Vulnerable Health</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#JuzR7" title="// Vulnerable Life Event" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Vulnerable Life Event</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#ZMuj9" title="// Vulnerable Mental Health" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Vulnerable Mental Health</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h3 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#ds3nd" title="// Vulnerable Resilience" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">// Vulnerable Resilience</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h2 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#aHLvB" title="Financial Distress (BETA)" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">Financial Distress (BETA)</a></div></div><div class="ab-toc-wrapper"><div class="ab-toc-item ab-toc-item-h2 break-words ab-toc-item-inactive pr-0 flex pl-7 pb-1"><a href="#4bfG2" title="High Risk Transaction (BETA)" tabindex="0" class="ab-tab-focus leading-snug cursor-pointer overflow-hidden text-ellipsis w-full dark:text-gray-400 css-1dihvjz">High Risk Transaction (BETA)</a></div></div></div></div></div></div></div></div></div></div></div></div><div class="my-2 hidden"><a href="https://www.archbee.com/?utm_campaign=hosted-docs&utm_medium=referral&utm_source=docs.elevateai.com" target="_blank" class="flex items-center justify-center mx-auto unselectable px-4 py-1 h-[40px] border cursor-pointer rounded-lg bg-gray-400/5 border-transparent w-full"><span class="text-gray-600 dark:text-gray-300">Docs powered by</span> <span class="flex items-center gap-1.5 font-semibold text-gray-600 dark:text-gray-100">Archbee</span></a></div></div></div></div></div></div></div></div></div><script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"hostname":"docs.elevateai.com","pdfExport":false,"shareableToken":"","docSpaceId":"PUBLISHED-7YlKg1QOTbCQ4Tj2KpEIl","docId":"/cx-ai-features","_doc":{"id":"PUBLISHED-ZATcqMNsVApZs9WWKgeCn","name":"CX AI Features","icon":"","title":"CX AI Features","previewImageURL":"","summary":null,"urlKey":"cx-ai-features","description":"Discover ElevateAI, the advanced CX AI framework designed to analyze interactions at scale. With voice activity analysis, pre-built behavioral models, and NICE Enlighten scores, it offers quick insights into customer-agent interactions. Assess agent behav","urlAlias":null,"data":{"nodes":[{"id":"_CHJBLA85zd1zSoNeqOBw","type":"h1","children":[{"text":""},{"id":"9cWdC7yZ-R-xmj_wnQUEZ","data":{"color":"#23c9ff"},"type":"colored","children":[{"text":"//"}]},{"text":" Introduction"}]},{"id":"4rB3Bt79_MDalBfqeFa7H","type":"paragraph","children":[{"text":"Today’s consumers have an abundance of choice in a borderless and boundless digital landscape. They’re increasingly impatient with brands that don’t deliver on their expectations. Every engagement is a piece of the experience, and builds on one another."}]},{"id":"T1OSd3qm99rq9NSVujddi","type":"paragraph","children":[{"bold":true,"text":"Information is power"},{"text":", and with CX AI powered by over 20 years of contact center research and innovation, ElevateAI enables "},{"bold":true,"text":"immediate insight"},{"text":" into interactions "},{"bold":true,"text":"at scale "},{"text":"including "},{"id":"KrTn7M1SajG0aY62VKdFB","data":{"href":"https://docs.elevateai.com/cx-ai-features#vPRBk","newTab":true},"type":"link","children":[{"text":""},{"id":"jalIji3KvxzWCjdNfgYHi","data":{"color":"#23c9ff"},"type":"colored","children":[{"text":"voice activity"}]},{"text":""}]},{"text":" and purposeful, pre-built "},{"id":"aWoGoL-5PEZ5fYZVPsr6e","data":{"href":"https://docs.elevateai.com/cx-ai-features#l1zOY","newTab":false},"type":"link","children":[{"text":""},{"id":"fuGlYbNs03uYHYwpnge-v","data":{"color":"#23c9ff"},"type":"colored","children":[{"text":"behavioral models"}]},{"text":""}]},{"text":"."}]},{"id":"7sJ31r5L3HfL2p13wlTtP","type":"paragraph","children":[{"text":"We are "},{"text":"pleased to announce","underline":true,"italic":true,"bold":true},{"text":" that effective v1.11 on February 29, 2024 all declared interactions will include the available CX AI processing. "}]},{"id":"WyoLmHIyVR1X-DyXF1Ovy","type":"paragraph","children":[{"text":"ElevateAI provides access to an AI framework that enables you to make every application and process smarter:"}]},{"id":"R6rygOxzDluhlPy24_Bnh","type":"bulleted-list","children":[{"id":"K1EP7X6ymjVl9DuRtNi_c","type":"list-item","children":[{"id":"gEMWeMlC5ctOc1cUgVUL2","type":"list-item-child","children":[{"text":"Complete, objective, and automated analysis of your interactions"}]}]},{"id":"sGX7r2HWjycM2xJgUEBs4","type":"list-item","children":[{"id":"Pyvui93yRCSikbER7hGD2","type":"list-item-child","children":[{"text":"Predictive and prescriptive insights"}]}]},{"id":"7WadZrA8cNs66gohlG22y","type":"list-item","children":[{"id":"C3Hb5O2fBRxm_Ee_HsOqO","type":"list-item-child","children":[{"text":"Purpose-built and ready made 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With voice activity analysis, pre-built behavioral models, and NICE Enlighten scores, it offers quick insights into customer-agent interactions. Assess agent behav","urlAlias":null,"data":{"nodes":[{"id":"_CHJBLA85zd1zSoNeqOBw","type":"h1","children":[{"text":""},{"id":"9cWdC7yZ-R-xmj_wnQUEZ","data":{"color":"#23c9ff"},"type":"colored","children":[{"text":"//"}]},{"text":" Introduction"}]},{"id":"4rB3Bt79_MDalBfqeFa7H","type":"paragraph","children":[{"text":"Today’s consumers have an abundance of choice in a borderless and boundless digital landscape. They’re increasingly impatient with brands that don’t deliver on their expectations. 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The model was trained to consider language across "},{"text":"both","italic":true},{"text":" participants when identifying the agent's demonstrated proficiency, and as such, it is recommended that the score associated with "},{"text":"allParticipants","highlight":true},{"text":" is leveraged when assessing this agent behavior."}]},{"id":"gvyn_VW-2GgMNWr_18pWT","type":"paragraph","children":[{"text":""}]}]},{"id":"9Y6hfrLWKz6-V1sA54jnH","type":"h2","children":[{"text":""},{"id":"bzMsBnFgPGvn8ikrKUI1H","data":{"color":"#23c9ff"},"type":"colored","children":[{"text":"Vulnerable Customer Behaviors"}]},{"text":""}]},{"id":"EV1o6gGY-4AZta_97C2lJ","type":"paragraph","children":[{"text":"A "},{"bold":true,"text":"vulnerable customer"},{"text":" is defined by the UK Financial Conduct Authority as \"someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.\" These customers may require additional actions on the part of financial firms to ensure they receive fair and equal service."}]},{"id":"NbgPl6oI0okOlOSTGnSCj","data":{"isOpen":true},"type":"expandable-heading3","children":[{"id":"LoGfCPkmUOCVce_eveHlm","type":"h3","children":[{"text":""},{"id":"Ggu_dFlpjxWi519okzdCo","data":{"color":"#23c9ff"},"type":"colored","children":[{"text":"//"}]},{"text":" Vulnerable Customer"}]},{"id":"PeNsVmbx_tZAt-Z3D0tB8","type":"paragraph","children":[{"text":"A more positive "},{"bold":true,"text":"Vulnerable Customer"},{"text":" score reflects higher predicted probability that the customer falls into one or more of the five Vulnerable Customer sub-categories. 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