Introducing Brand New Analysis Parameters!
CX Insights was already evaluating important data for you, such as category, subcategory, sentiment, and resolution metrics, by listening to your call recordings with its AI-powered analysis. Now, we are adding new capabilities to these powerful analysis features:
Summary: Provides a summary capturing the most important points of the call. Now, instead of listening to long audio recordings, you'll be able to quickly understand the essence of the call.
Agent Actions: You can see the steps taken by the agent during the call, listed with bullet points. This list will allow you to instantly assess whether the agent took the correct actions.
Customer Requests: A bullet-point list of the requests, questions, and demands expressed by the customer during the call. This list will allow you to clearly see the customer's needs.
AI Call Review: All Information in One Place
These new analysis parameters will be displayed in the "AI Call Review" area within CX Insights' Advanced Call Records section, along with the call's audio recording, transcript, and other AI analysis results. The new parameters are also accessible in the CX Insights tab in the call details screen.
What Will You Gain with the new parameters?
Time Saving: Thanks to call summaries and bullet-point lists, you won't have to listen to long recordings.
Better Decisions: With comprehensive analysis, you will be able to make more informed decisions to improve customer experience and increase operational efficiency.
Improve Agent Performance: By clearly seeing agent actions, you will be able to identify strengths and areas for development, and provide more effective feedback.
Customer Focus: By instantly identifying customer requests, you will be able to respond to needs more quickly and effectively, increasing customer satisfaction.
Try the New Parameters Now!
The new parameters for the CX Insights users will be readily avaiable to be discovered on the AI Call Review screen within the Advanced Call Records.