Voice AI & Analytics
Voice Intelligence Platform
Client: Large-scale Financial Services Call Center
Executive Summary
Challenge: Limited visibility into customer frustration; supervisors could only audit 1% of total calls.
Solution: A Speech-to-Intelligence engine analyzing 100% of calls for sentiment, compliance, and intent.
Results: 15% improvement in CSAT and $1.2M saved in compliance fines.
The Challenge
Managers were managing 'blind,' missing critical trends in customer complaints until crisis points.
Compliance Gaps:Agents forgot mandatory disclosures, creating legal risk.
Unidentified Churn:No way to flag 'at-risk' customers based on call tone.
Manual Entry:Agents spent 5-10 minutes typing summaries after every call.
The Solution
A Speech-to-Intelligence engine that processes audio in real-time.
- Automated Summarization: Instantly generates a 'Call Recap' for the CRM.
- Live Alerts: Flags calls for supervisor intervention during high anger levels.
- Trend Analytics: Acoustic clustering visualizes top reasons for calling.