SuccessKPI Inc., an enterprise AI Analytics & Automation company, has unveiled its Artificial Intelligence (AI) Capabilities portfolio and AI roadmap for future development. Its newest additions are AI Scoring based on generative AI large language models and AI-based traffic forecasting designed to drive the field of customer experience and employee optimization to the next level.
These new capabilities, or use cases, build on a current feature set that already includes topic and sentiment detection using AI/ML to find key moments and sentiments in the user’s choice of language and communications channels, intent phrase recommendations and the AI powered “reason detection” for customer conversations. The AI platform summarizes conversations automatically to drive agent efficiency in documenting customer contacts.
“SuccessKPI has built an ambitious and achievable roadmap for our AI portfolio that will expand as the underlying technology advances in exciting new directions, Whether the goal is to raise agent performance, improve the customer experience (CX), or streamline CX costs, we will design and deploy AI responsibly so operators, agents and their customers all benefit while keeping consumer data safe and secure.”
Dave Rennyson, CEO of SuccessKPI
“SuccessKPI was able to offer us the machine learning and the AI technology that it takes to audit 100% of calls.”
Sara Connolly of BYL Companies, a SuccessKPI customer
Together, along with the roadmap for 2024, these AI-powered features make SuccessKPI an early leader in applying artificial intelligence to contact center performance optimization and cloud migration.
In the coming months, SuccessKPI plans to introduce a full range of generative AI capabilities that will help diagnose true customer intentions behind the topics and words they use as well as intelligently recap customer interactions to streamline contact center agent work and increase productivity.
Generative AI can be a powerful accelerant to human work. According to McKinsey, GenAI can increase worker productivity up to 45% in customer care functions.
However, there are risks associated with GenAI – as exposed by a number of leading university researchers – if not properly managed. That is why SuccessKPI applies stringent parameters and protocols to safeguard consumer and business data and introduces new AI-powered functionality only after exhaustive testing, data control mapping, PII controls and a successful proof of concept exercises with third party validation.
SuccessKPI is built for long term growth with a serverless architecture powered by more than 40 Amazon Web Service Platform as a Service components. In addition to its native data elements, SuccessKPI offers more than a dozen “no code” CCaaS and CRM adaptors, hundreds of out of the box system connectors, and the power of data pipe configuration wizards for additional integrations required to assemble a complete picture of the enterprise customer experience.
SuccessKPI is compatible with an industry-leading portfolio of partners including top CCaaS providers such as Genesys, Zoom, Amazon Connect, Five9, TalkDesk, and more. Frost & Sullivan recently named SuccessKPI a leader in their Workforce Optimization Radar™, noting the comprehensive partner ecosystem and secure operating model.
“SuccessKPI is noted for accelerating adoption of its innovative solution, and its well-established partner ecosystem that comprehensively covers the global CCaaS market.”
Ankita Singh, Senior Industry Analyst at Frost & Sullivan
SuccessKPI plans to release many more AI capabilities and use cases over the next several quarters. This expanding spectrum of AI and generative AI capabilities will increasingly help enterprise and government clients to capture and understand the true nature of customer sentiment and intent behind the topics, conversations, and words they use. SuccessKPI is also developing proactive analytics and more interactive ways to gain insight and take action directly from analytics dashboards. The firm continues to invest heavily in its platform, particularly in its growing AI Capabilities portfolio to bring unprecedented value to its customers in the field of customer experience, agent empowerment and process automation.
SuccessKPI is a cloud-native workforce engagement management (WEM) platform that is revolutionizing how contact centers can utilize artificial intelligence and data automation to improve business outcomes and transform customer experiences. SuccessKPI is trusted by some of the world’s largest government, BPO, financial, healthcare and technology contact centers in the United States, Europe and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan’s 2024 and 2025 WEM Frost Radar™ and CRM Magazine’s 2024 Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center optimization solutions.
Contact: press@successkpi.com