How does it work?
Capture & Transcribe
- Capture the interaction from email, phone, or SMS.
- Transcribe it into text or accept an existing transcription.
- Store it as a written record providing an on-demand text version of every interaction.
Process & Analyze
- Process the transcript by running one or more analytical passes.
- Extract insights and identify key elements like: sentiment score, frustration score, topics/themes, and disposition.
- Answer targeted questions and include prompts for deeper analysis.
- Evaluate the language and outcomes. This is where the system “listens” and interprets what happened.
Summarize & Recommend
- Summarize the interaction by generating a concise call summary.
- Highlight next steps by providing the top 3 action tips or recommendations.
- Offer Suggestions for service representatives or process improvement.
- Transform conversation into insight by turning raw data into actionable intelligence.
Identify and analyze key reasons customers reach out including top call drivers and emerging trends.
