CallSense AI
The CallSenseAI Solution is designed to provide a comprehensive and robust platform for the in-depth analysis by leveraging intelligent AI models and improvement of customer service interactions for Gas, Water & Electric. Its architecture encompasses several integrated functionalities that collectively deliver actionable insights into customer engagement and operational efficiency.
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Transcription Accuracy
Analyzed Conversations
in Sentiment & Emotion Detection
Unlock actionable insights with automated call
transcription and advanced sentiment analysis.
This core feature involves the accurate conversion of spoken customer interactions (audio calls) into a detailed text format. The system will process recorded calls, transforming the spoken words of both customers and agents into searchable and analyzable text transcripts. This enables subsequent analysis of call content, keywords, and conversation flow, which would be impossible with audio alone..
CallSense extends its analytical capabilities to text-based customer interactions, specifically chat transcripts. The system will evaluate the content, flow, and key characteristics of chat conversations, similar to how it processes audio, to identify patterns, common issues, and areas for improvement in written communication.
This functionality employs advanced natural language processing (NLP) techniques to assess the emotional tone and sentiment expressed within both transcribed audio and chat interactions. The system will identify whether the customer's sentiment is positive, negative, or neutral, and potentially detect specific emotions (e.g., frustration, satisfaction). This provides valuable insights into customer experience and agent performance beyond just the words spoken or typed.
CallSense provides a mechanism to assign scores or grades to customer interactions (both calls and chats) based on predefined quality criteria. This feature allows for the establishment of customizable rubrics (e.g., adherence to script, problem resolution, empathy, compliance). Automated or semi-automated grading can be performed, providing objective metrics for agent performance evaluation, training needs identification, and overall service quality assessment.
The system offers sophisticated reporting capabilities that structure and present data according to organizational roles and access levels. This means managers, team leads, and executives can view relevant performance metrics and insights tailored to their specific responsibilities, with appropriate data security and visibility controls. Reports can cover agent performance, trend analysis, common customer issues, and overall contact center efficiency.
Product Information
CallSenseAI transforms customer interactions into actionable intelligence, automatically transcribing and analyzing every conversation to provide detailed sentiment, emotion, and performance scoring. The dynamic Dashboard delivers supervisors and key leaders rich, summarized insights and precise breakdowns for any period, enabling continuous improvement driven by verifiable data.
The secured Assessment feature elevates this analysis to the next level, offering robust, role-based reporting. This empowers both agents and supervisors equally, ensuring they have the precise data needed to instantly improve service quality and guarantee regulatory compliance—on every call, every time.