Innovative dashboard to improve customer service
A technological platform that analyzes conversations across various contact center channels (phone, email, chat, etc.) to assess customer satisfaction and uncover unspoken needs directly from their words, aiming to enhance customer service. The platform organizes and visualizes data—such as conversation text—on a dashboard, featuring cross-channel analytics, morphing and anonymization for sensitive information, and multilingual content classification.
Voice recognition technologies to identify content of interest
Evaluation of customer sentiment, mood and responsiveness
Specific KPIs to assess the effectiveness of customer support services
Morphing and anonymization of personal data to ensure privacy
Language templates and dashboards adaptable to business needs
Omnichannel management of information
Use case
Content analysis to identify strengths and weaknesses in offering
Understanding root causes of terminations and manager changes
Analysis of team performance for targeted coaching
