The cost of Smart Tools includes 3 elements:

  1. The cost of the AI Service used, which is paid directly to your AI Service provider (e.g. AWS or Microsoft)
  2. The cost of Contact Lens, which is only required to use Smart Tools on voice contacts
  3. The cost for Engage Smart Tools, charged as unit consumption

This article details the third point, the unit consumption within Engage.

For information on points one and two, contact your Customer Success Manager who can help you to understand 3rd party pricing.

When it comes to unit consumption, Smart Tools are split into two categories; Free and Paid.

Free Smart Tools

  • Spelling/Grammar Checks - Improve the spelling and grammar of a message prior to sending it to a customer
  • Shorten/Lengthen Messages - Make a message more concise or longer it prior to sending it to a customer
  • Smart Notes - Create summaries of Contacts in Notes (during Contact or in ACW)

Paid Smart Tools

The cost for current and future paid Smart Tools is 1 unit per paid tool, per contact. Below are the currently available paid Smart Tools

  • Smart Tasks - Extract entities (data) from contacts to pre-fill Tasks, making it quick and easy for Agents to complete Tasks

Unit Consumption Example

  • An Agent is on a contact, that involves 12 web chat messages - this will incur 12 units in consumption (this is the existing unit consumption and is unrelated to Smart Tools)
  • The Agent uses Smart Tools to assist them on the contact - some of the Smart Tools used are free, and some are paid
  • The Agent uses Spelling/Grammar Checks on each of their 6 outbound messages - this is a free Smart Tool and as such incurs 0 additional units of consumption
  • The Agent uses Smart Tasks to automatically fill 2 seperate tasks - this is a paid Smart Tool and as such incurs 1 additional units of consumption, irrespective of the amount of times Smart Tasks is used within the same Contact
  • The Agent uses Smart Notes to generate a note summarising the contact in After Call Work - this is a free Smart Tool and as such incurs 0 additional units of consumption

As such, the total unit consumption for this Contact will be 13 units (12 for the web chat messages + 1 for Smart Tasks).

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