ECX AI

ECX AI is the intelligence layer for your ElasticCX (ECX) contact centre. It uses advanced, native artificial intelligence to turn everyday conversations into clear, structured insight, so your team can make better decisions and deliver a better customer experience. 

It comes as two AI bolt-ons that work together. AI Insights gives managers, supervisors and CX teams a complete view of what is happening across every interaction. AI Sidekick sits alongside your agents, giving them real-time help during calls and after them. 

From the foundation of accurate transcription through to sentiment trends, topic detection and automated quality scoring, ECX AI helps you understand every conversation and act on what matters. And because you can tailor the prompts behind each feature, you get the results that fit your business, not a generic template.

Most contact centres capture huge volumes of conversation but only ever review a tiny fraction. ECX AI changes that. It works across 100% of your interactions, surfacing the trends, risks and coaching opportunities that manual review will always miss. 

For managers and CX teams, that means richer reporting, faster decisions and a real understanding of what is driving customer sentiment. For agents, it means less time on note-taking and admin, and more time focused on the customer in front of them. 

Every feature is built around accuracy and control. You set the prompts, choose what to measure and decide how the output is used, so the insight reflects your processes, your priorities and your language. 

AI Insights is designed for the people who need to see the bigger picture, contact centre managers, supervisors and customer experience teams. It is primarily a post-interaction reporting toolset, turning raw conversation data into strategic insight. 

It brings together five core capabilities: 

• Transcription: Converts every call into a precise text record, so nothing is missed and compliance and quality monitoring become far easier. Agents no longer need to take manual notes, which reduces errors and lets them focus fully on the customer. 

• Summarisation: Distils lengthy conversations into concise summaries that highlight key points and action items. This speeds up handovers between agents and departments and cuts the time spent on post-interaction documentation. 

• Topic Detection: Uncovers recurring themes and emerging trends across your interactions, in either a tagging format or free-form. It helps you spot common customer concerns, market trends and areas where agents may need more training. 

• Sentiment Analysis: Evaluates the emotional tone of historical calls and digital conversations, helping you identify patterns over time, detect issues that lead to dissatisfaction and address them proactively. 

• Score Assist: Applies your QA rubrics automatically using AI, with no human reviewer needed. Set scoring prompts such as "Did the agent verify the customer's contact information?" or "Rate empathy from 1 to 5", and let AI score 100% of interactions, or just the range you choose. It standardises QA, removes bias and surfaces coaching opportunities faster. 

AI Sidekick is agent-assist technology that delivers AI-powered information in the moment. With Sidekick enabled, your agents get real-time transcription and instant context that reduces ramp time, improves conversations and helps resolve enquiries faster. 

It includes: 

• Real-time call transcription: Captures and converts conversations into text instantly, displayed in the agent's work window. Agents can refer back during a call to clarify details and resolve issues on the spot. 

• Voicemail transcription: Converts voicemail messages into text automatically, so agents can read and prioritise them quickly rather than listening to long recordings. No customer enquiry goes unanswered. 

• Insight from historical conversations: Brings AI Insights summaries, topics and sentiment to the agent across every channel the customer has used, so they can understand history, anticipate needs and personalise the service. 

• Smart Wrap-Up: Listens to the full conversation and generates an instant summary with recommended actions, key outcomes and suggested dispositions. It reduces after-call work, ensures nothing falls through the cracks and gives managers consistent documentation for QA and coaching. 

ECX AI supports any contact centre that wants to understand its conversations and act on them with confidence. Common applications include: 

• Quality assurance and coaching: Score every interaction consistently, surface coaching moments and remove the bias and time drain of manual reviews. 

• Customer experience and reporting: Track sentiment, topics and trends to understand what is driving satisfaction, and feed clear data into CSAT, Trust Pilot or wider CX improvement programmes. 

• Agent productivity: Cut note-taking and after-call work with real-time transcription and automated wrap-up, so agents handle more interactions to a higher standard. 

• Compliance and record keeping: Maintain accurate, structured records of conversations and outcomes to support regulatory and internal requirements. 

• Training and onboarding: Use real interactions and historical insight to reduce agent ramp time and support ongoing development. 

ECX AI is built for organisations that take data privacy seriously. The AI runs on a dedicated Nvidia private instance and Azure OpenAI, both located in the UK and EU. Crucially, no customer data is ever used to train the AI models. 

This gives you the benefits of advanced AI without compromising on confidentiality, control or compliance, which matters especially in regulated sectors. 

ECX AI is charged as a bolt-on per user (Voice and Omni) and is included in the Max licence. A dedicated role maps the AI directly to each user, so only those with the role can use it. 

The bolt-on is billed monthly per user. Where transcription is enabled across all users, it is billed as a single monthly total. Your PurpleUC specialist will help you choose the right combination for your team and how you want to roll it out. 

At PurpleUC, we go beyond delivering technology. We work with you to design and support solutions that reflect how your contact centre actually operates. 

With ECX AI, that means helping you shape the prompts behind each feature, decide what to measure and configure how insight reaches your managers and agents. From setup through to long-term refinement, our UK-based team supports you at every stage. 

We understand the importance of clarity, control and trust. With responsive support and proven infrastructure, PurpleUC helps you put AI to work in ways that are practical, secure and results driven. 

If your contact centre relies on conversations to deliver service, build loyalty and meet regulatory standards, the insight in those interactions is too valuable to leave on the table. 

ECX AI gives you the ability to capture, understand and act on what was said across every interaction, securely and on your terms. Whether you need better visibility for QA, smarter support for your agents or clearer insight for your CX programme, we can help you build the right solution. 

Want to see what ECX AI could do for your contact centre? Get in touch to explore AI Insights and AI Sidekick with a specialist.