Leveraging AI for Conversational Analytics in Contact Centres

In today’s competitive business landscape, delivering high-quality customer service is a key component for success. Contact centres, which often handle thousands of interactions daily across multiple channels, face the challenge of ensuring consistent quality and compliance across every conversation. Traditionally, this has been done manually by quality managers listening to a sample of calls. A reasonable sized contact centre with around 200 active agents can have over 2,500 calls a day averaging 12 minutes each. In this case, this method can be inefficient, costly, and limited in scope.

Al-powered conversational analytics offers a groundbreaking solution by automatically analysing and auditing every conversation. This approach is transforming how contact centres monitor performance, ensuring that every call, chat, or email is assessed for quality, compliance, and sentiment. By tracking keywords, phrases, and customer sentiment, Al can quickly highlight issues, allowing quality managers to focus on the most critical cases. Additionally, the ability to translate spoken conversations into readable text accelerates the review process, leading to cost savings and improved efficiency.

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