Auto-QA every conversation

Conversation Analytics enables you to automate compliance checks and evaluate every call, chat and ticket against your own measures of success with the power of EvaluAgent and Artificial Intelligence combined. This rich source of actionable data can then be used to better understand the needs of your customers, evaluate the performance of Agents and prioritise training interventions based on 100% of your Contact Center Conversations.

Conversation Analytics speeds up the evaluation process by automating compliance checks and prioritising extreme conversations for evaluation. Through the use of conversation search, topic builder and Auto-QA scorecards, 100% of your conversations can be evaluated against your own measures. As a result, businesses go from quality checking 5% of customer and agent conversations to 100% without the manual workload.

EvaluAgent’s redaction feature ensures you can remove sensitive or customer identifiable information (CII) from any transcription or call recording without losing context. This reduces risk and ensures your business and IT teams are happy and compliant.

The transcription will be good enough to read and understand without listening to the audio, but no transcriptions service on the market is 100% accurate and it doesn’t need to be. There will be words and phrases that are specific to your organisation such as product names or brands that the system will not be able to recognise ‘out of the box’. There will also be certain speakers that are picked up more effectively than others. The impact of background noise will also mean that everyday words are randomly missed. All of these affect the accuracy, but many can be addressed over time as you tune both the transcription process and write better queries as we discuss in our popular blog: Why Transcription Accuracy Doesn’t Matter As Much As You May Think.

Speech Analytics, also known as Conversation Analytics, is the process of analysing call recordings to gather customer insights and improve future interactions between your agents and customers. Pace, pitch and sentiment are the most common words and phrases which are used to monitor levels of customer dissatisfaction or determine reasons for contact during calls. This rich source of insight can the be used to assess an Agents performance or provide valuable information to the business.

By utilising call recordings, Speech Analytics works by using Automated Speech Recognition Software (ASR) to transcribe call recordings into transcriptions which can be “mined” to produce actionable insight such as levels of questioning, common phrases and displays of empathy by the agent or signs of customer distress.