Interaction Analytics
Transforms every interaction into a growth opportunity
What is Interaction Analytics?
Interaction Analytics is an AI App that enhances customer service management by analyzing multichannel interactions in depth.
It turns every interaction into a valuable source of insights, improving the customer experience and optimizing business operations.
Key Features
Advanced technologies
- Proprietary Speech-to-Text and Natural Language Understanding technologies for transcription, tagging, event comprehension, and analysis
Monitoring and optimization
- Ready-to-use dashboards and reports to monitor service quality, content, switchboard efficiency, customers, and individual agent performance
- Sentiment analysis and identification of connections between various conversational factors (customer’s tone of voice, call duration, etc.) to pinpoint inefficiencies and improve agent training
Data management and privacy
- Classification by topics, concepts, phrases, and keywords, with mapping of complex events and scenarios
- Anonymization and morphing features for proper management of sensitive data in compliance with privacy regulations
How it works?
Interaction Analytics processes both structured and unstructured data, providing a comprehensive analysis and maximizing the value of customer information.
In the Transcriptions section, users can view uploaded conversations, apply filters by ID, time, group, and campaign, and access detailed metrics on speech percentage, silences, and call agitation levels.
Dashboards allow real-time monitoring of one or more switchboards, helping identify areas of inefficiency.
Interaction Analytics is available on AIWave, Almawave’s proprietary cognitive platform, and can be easily integrated with the client’s existing systems.
Benefits
Optimization
Identification of areas for improvement to enhance efficiency and effectiveness
Behavior analysis
Sentiment analysis and recurring topic detection to gain deeper insights into customer needs
Decision-making
Data-driven strategic support, ranging from agent training to product innovation
Speed
Reduction in wait times and call center queues by increasing efficiency
Performance
Improved agent performance through targeted feedback and training
Adaptability
Seamless integration with the client’s current platforms
Our AI Appa
Case Automation
Optimizes customer communication management
Conversation Studio
Simplifying virtual agent development through innovation
Discovery Experience
A new way to explore and access knowledge
