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.