Conversation Analytics
Conversation Analytics leverages advanced AI and a Large Language Model (LLM) to analyze customer interactions across all channels, from conversational IVRs to live agent support. It transforms these conversations into actionable data through key analytical functions: transcribing audio, detecting customer emotions, generating interaction summaries, identifying compliance risks, and spotting overarching trends.
Core Analytical Features
The solution provides several key analysis dimensions, available via API or directly within the platform for agents, supervisors, and QA evaluators:
Sentiment & Emotion Analysis
Classifies interactions as Positive, Negative, or Neutral based on language and tone, and detects underlying customer emotions.
Automated Alerting
Flags critical issues in real-time, such as profanity or compliance risks.
Comprehensive Summaries
Generates concise overviews of customer interactions.
Live Transcripts
Provides verbatim records of conversations.
Trend Highlighting
Identifies emerging topics and widespread issues across conversations.
These insights are generated in both real-time and post-contact, powering a wide range of applications across the organization:
Operational Personalization: Dynamically route calls and contacts based on real-time analysis of customer intent, sentiment, and urgency. This enables smarter queuing and increases First Contact Resolution (FCR) rates.
Supervisor Empowerment: Equip contact center supervisors with live sentiment alerts and conversation summaries, allowing them to provide timely, contextual guidance to agents and proactively intervene in critical situations.
Streamlined Quality Assurance: Enable QA teams to move from random spot-checks to targeted reviews by efficiently filtering and prioritizing interactions based on specific risk scores, sentiment outliers, or detected topics.
Strategic Business Intelligence: Provide business leaders with a clear view of the customer voice by tracking emerging topics and trends, informing data-driven decisions on products, services, and customer experience strategies.