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An advanced speech and sentiment analysis platform that can in real-time read and track emotion from the sound of voice and recommend how to manage that.
About
Our vision is to empower contact centre agents to use more positive and effective language in order to drive transformative outcomes such as increased sales, reduced churn, and enhance the experience of both customer and the agent. We do this using our AI platform to transcribe and analyse both lexical and acoustic sentiment so what is being said, and more importantly the emotion behind what is being said. The platform then in real time generates personalised training recommendations for the agents that they are encouraged to follow, and their progress is tracked on the interactive dashboard.
Key Benefits
1. Increased efficiency of call review process by up to 90% 2. Reduced the training time for agents by 60%, while improving the quality of their service by 30%. 3. Discovered missed opportunities in calls See sample case studies on our website: http://sentientmachines.tech/case-studies
Applications
Current users of the platform: - A Call Centre Operation Manager wants to have full transparency on what their team is doing in any point of time - they can also be alerted of any specific events (e.g. too many frustrated customers on topic X) - A Quality Assurance Lead wants to efficiently review calls and be presented not only with the exact list of calls that are worthy their time, but also each call will have the 'important' bits highlighted for additional efficiency gains - A Compliance manager wants to make sure that all policies are followed and uses the platform to understand the details behind the team's compliance training measures and where to improve it