Documentation

AI Voice Analytics

Author: Łukasz Strumiński

Created: Jun 20. Updated: yesterday at 06:45.

Automate quality control and bet on service that delights! With the help of AI Voice Analytics, analyze every contact - from emotions to key information and speaking time. Gain full control over service quality and support your agents in achieving the best results.

Available AI Voice Analytics functionalities:

• Call transcription
• Sentiment analysis
• Conversation proportions
• Conversation summary
• Call script

Call transcription

Revolutionize the way you analyze and understand interactions by converting phone calls into text transcriptions. Discover valuable data to make informed decisions.

In order to access the transcript of the call, click as part of the call in progress .

However, it is recommended to receive the data automatically through the function available within AI parameter configuration.

The conversation will be divided into a section on the Client and the Agent, along with an indication of the time when the situation took place.

Listen to customers' needs with AI, capture relevant information to easily identify best behavior and practices.

Sentiment analysis

Get instant feedback on the mood of customers when they contact your Service Desk. Use the digital text analysis feature to determine whether the emotional tone of a message is positive, negative or neutral.

To access the sentiment analysis, click within a given phone call or use automatic call processing.

After analysis by artificial intelligence, the sentiment of the conversation will be made available within a given card:

Know when conversations take both positive and negative turns to hone agents' skills for future conversations.

Conversation proportions

Track call dynamics and provide your team with data-driven feedback to improve customer interactions. Support agents to really hear what your customers are saying.

Along with the generation of the call transcript for a given call, the call time distribution for the call will also be shown:

• agent's speaking time,
• agent listening time,
• quiet time.

If you hover the cursor over a particular section of the graph, specific data expressed in minutes and seconds will be displayed:

Ensure that customer calls meet standards by analyzing the call distribution between the agent and the customer.

Conversation summary

Increase efficiency and eliminate repetitive processes with automated post-call summaries. Let your agents focus on what they do best, which is serving customers.

With automatic call processing or after using the within the details of the conversation, an additional section will appear, i.e. Summary.

Key information from a conversation? You don't have to look for them anymore - AI will point them out directly, without scrolling or guessing.

Call script

Gain a holistic view of agent performance with automated call routing assessment. Abandon manual call analysis and more efficiently identify areas for improvement.

To prepare specific evaluation scripts for phone calls, use the AI call evaluation scenarios module. If a script is matched to a particular call based on AI call evaluation rules, it will be displayed in the call's details:

Skip the long call reviews and immediately evaluate agent performance.