Overview
CALM is able to encode all transcripts and use machine learning to understand context – from there it synthesises all paths taken by your agents to answer a call
From these conversation maps we are able to identify the most effective “happy path”, note points that need improvement and better agent training, and find areas for upsell, cross-sell and enhanced customer care
We are also able to utilise these conversation flows to inform conversation design for Virtual Agents . To dramatically speed up this design we are able to upload conversation flows in formats compatible with all leading NLUs including Accenture’s Conversational AI Platform, also available on AWS Marketplace.
Highlights
- Rapidly and automatically analyze large volumes of customer care call transcripts interactions (250k+ at a time) by applying highly innovative data-led machine algorithms.
- Unbiasedly understand the Intents behind consumer touchpoints, their sub-intents, hierarchies and impact on KPIs within the business.
- Understand customer=agent conversation flow and intent resolution through the automated creation of conversation flow maps.
Details
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
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