AI is rapidly reshaping the way organizations understand and engage with customers. But here’s the challenge: most AI is still trained on generic datasets. It knows a lot about everyday language, but not enough about the language of your business. And in a world where customer experience is the new competitive battleground, that gap matters.
Enter Customizable Prompts. By giving organizations the ability to embed their own terminology, brand tone, and industry nuances into AI models, customizable prompts move us toward a future where AI doesn’t just analyze conversations, it interprets them with precision, relevance, and context.
The Urgency of Context
According to Gartner, 81% of CX leaders say they will compete primarily on customer experience within the next two years. Yet, many admit that their analytics tools struggle to capture insights that reflect their unique brand and industry reality. Why? Because generic models often misread the very cues, product names, industry acronyms, regional idioms, that matter most to your customers.
This lack of context means organizations risk acting on incomplete, misleading, or irrelevant insights. Customizable Prompts address this head-on by aligning AI with the specific language of your business.
From Noise to Nuance: Elevating Insights
Customizable Prompts unlock new layers of intelligence in two critical areas of the contact center:
Shaping What’s Truly Trending
Calabrio’s Trending Topics already surface the themes flowing into the contact center. With Customizable Prompts, those insights become even more refined and brand specific. By guiding AI with configurable prompts, organizations can now spot the signals that matter in their unique environment—adding a layer of brand and industry context that sharpens every insight. With configurable prompts, organizations can now guide AI to recognize the signals that truly matter within their unique business landscape.
- A new product launch gaining traction (or backlash).
- A process bottleneck specific to your workflows.
- A campaign or sales initiative.
Configurable prompts empower you to steer AI to spotlight the insights that truly matter—so your “trending topics” reflect your real business priorities.
Reframing Sentiment with Context
Emotion drives loyalty and churn, and sentiment analysis becomes even more powerful when it reflects the unique language of your business. Calabrio’s Advanced Sentiment helps organizations understand emotion at scale. Customizable Prompts take that foundation and make it even smarter by teaching AI the emotional nuances of your brand language — from slang to industry jargon so sentiment insights truly reflect what matters most to your customers.
Customizable Prompts allow sentiment scoring to be calibrated to your world. This results in:
- Greater coaching accuracy: training agents based on what frustration and empathy looks like in your conversations.
- Improved quality assurance: ensuring evaluations reflect brand-specific cues, adding an extra layer of precision.
- A truer emotional map: revealing the real dynamics behind every customer interaction.
It’s not just sentiment – it’s sentiment understood through the lens of your business.
Beyond Features: A Shift in AI Strategy
The bigger story here isn’t just about two new capabilities. It’s about a shift in how AI is built and used. Industry analysts predict that by 2026, 60% of contact centers will adopt AI systems with embedded customization to improve CX outcomes. At Calabrio, we understand that AI adoption is a journey, not a one-size-fits-all solution. Customizable Prompts meet you wherever you are, helping your AI evolve in step with your business and your customer experience goals.
This evolution represents a future where AI is no longer an observer, but a partner shaped by the unique DNA of your organization. It’s the difference between “AI that listens” and “AI that understands.”
What’s Next?
As organizations continue to mature their AI capabilities, the leaders will be those who leverage robust analytics and elevate them through tailored, business-specific insights. Customizable Prompts are a step toward that future, where customer experience strategies are informed not by abstract patterns, rather by insights as unique as the customers and brands they represent.
The future of AI in the contact center isn’t just about automation. It’s about understanding, empathy, and precision at scale. And that starts with giving AI the context it needs to truly speak your language.
Ready to see how Customizable Prompts can transform your insights? Contact your Calabrio Account Manager today.
New to Calabrio? Let’s talk about how we can help you reimagine your customer and employee experiences. Book a demo today!
