As a contact center agent, would you rather focus on having productive customer conversations or get distracted by having to look up customer information and knowledge articles that could exist in various systems? We’ve all been there. Having a productive conversation while multitasking is challenging. A single negative experience may put a dent on a customer’s perception of your brand.
The Live Call Analytics with Agent Assist (LCA) open-source solution addresses these challenges by providing features such as AI-powered agent assistance, call transcription, call summarization, and much more. As part of our effort to meet the needs of your agents, we strive to add features based on your feedback and our own experience helping contact center operators.
One of the features we added is the ability to write your own AWS Lambda hooks for the start of call and post-call to custom process calls as they occur. This makes it

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