GenAI Features - Agent AI

Back to Generative AI Features LLM-powered features for Agent AI that enhance agent productivity, utterance generation, sentiment analysis, and conversation quality.

Model Feature Matrix

(✅ Supported | ❌ Not supported) Azure OpenAI and OpenAI

Feature	Azure OpenAI Model(s)	OpenAI Model(s)
Agent Coaching	GPT-4o GPT-4o-mini GPT-5.4 GPT-5-mini GPT-5.1 GPT-5.2 GPT-5.4 Mini GPT-5.4 Nano	GPT-4o GPT-4o-mini
Agent Playbook	GPT-4o GPT-4o-mini GPT-5.4 GPT-5-mini GPT-5.1 GPT-5.2 GPT-5.4 Mini GPT-5.4 Nano	GPT-4o GPT-4o-mini
Conversation Summary	GPT-5.4 GPT-5-mini GPT-5.1 GPT-5.2 GPT-5.4 Mini GPT-5.4 Nano	❌
Generating Opposite Utterance Suggestions	GPT-3.5 Turbo GPT-4 GPT-4o-mini GPT-5.4 GPT-5-mini GPT-5.1 GPT-5.2 GPT-5.4 Mini GPT-5.4 Nano	GPT-3.5 Turbo GPT-4 GPT-4 Turbo GPT-4o GPT-4o-mini
Generating Similar Answer Suggestions	GPT-3.5 GPT-4 GPT-4o-mini	GPT-3.5 Turbo GPT-4 GPT-4o-mini
Generating Similar Utterance Suggestions	GPT-3.5 Turbo GPT-4 GPT-4o-mini GPT-5.4 GPT-5-mini GPT-5.1 GPT-5.2 GPT-5.4 Mini GPT-5.4 Nano	GPT-3.5 Turbo GPT-4 GPT-4 Turbo GPT-4o GPT-4o-mini
Sentiment Analysis	GPT-4o GPT-4o-mini GPT-5.4 GPT-5-mini GPT-5.1 GPT-5.2 GPT-5.4 Mini GPT-5.4 Nano	GPT-4o GPT-4o-mini

Anthropic, Google, Custom LLM, and XO GPT

Feature	Anthropic _{Claude Opus 4.6 Claude Sonnet 4.6 Claude Sonnet 4.5 Claude Haiku 4.5}	Google Gemini _{Gemini 2.5 Pro Gemini 2.5 Flash Gemini 2.5 Flash-Lite Gemini 3.1 Pro Preview Gemini 3 Flash Preview}	Custom LLM	XO GPT
Agent Coaching	✅	✅	✅	❌
Agent Playbook	✅	✅	✅	❌
Conversation Summary	✅	❌	✅	✅
Generating Opposite Utterance Suggestions	✅	✅	✅	❌
Generating Similar Answer Suggestions	❌	❌	❌	❌
Generating Similar Utterance Suggestions	✅	✅	✅	❌
Sentiment Analysis	✅	✅	✅	❌

Features

Agent Coaching

Generates best-response suggestions for agents based on conversation history and the current message. Learn more.

Agent Playbook

Configure models to power playbooks with GenAI, resulting in more accurate triggers and step adherence based on conversation history. Learn more.

Conversation Summary

Generates LLM-based conversation summaries at agent handoff, transfer between agents, and conversation wrap-up.

Generating Opposite Utterance Suggestions

Uses LLMs to generate opposite utterances during design time.

Generating Similar Answer Suggestions

Uses LLMs to generate semantically similar answers during design time.

Generating Similar Utterance Suggestions

Uses LLMs to generate semantically similar utterances during design time.

Sentiment Analysis

Displays a real-time sentiment indicator during active chat conversations, updating dynamically as the conversation progresses.

​Model Feature Matrix

​Features

​Agent Coaching

​Agent Playbook

​Conversation Summary

​Generating Opposite Utterance Suggestions

​Generating Similar Answer Suggestions

​Generating Similar Utterance Suggestions

​Sentiment Analysis