Real-Time keyword detection : Summer'23 Salesforce Release

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                                                   Service Cloud Voice enhancements

Customer Need
Ability to create signals based on keywords being uttered during a voice call.

Solution / How To Configure
Create a new rule and define the action that needs to be taken. Under “Trigger Type” you specify when the rule should be triggered, what action the rule can take, and what conversation channel it can be used on.

Use Case
Automatically record that customers uttered specific works such as “unsatisfied”, “unhappy”, “manager”.

Impact
Lower AHT, customer satisfaction

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