Powered by Zaion's Generative AI, Voice Analytics Copilot is a powerful solution that transforms every customer conversation into actionable insights, continuously improving customer experience and optimizing business processes.

Voice Analytics Copilot identifies trends and detects opportunities within customer interactions, providing strategic insights that support informed decision-making. This solution enables businesses to anticipate customer needs, personalize interactions, and enhance overall satisfaction.

By integrating Voice Analytics Copilot, companies can turn their customer conversations into true performance drivers, making each interaction more productive, precise, and results-oriented.

Key Features:

Voice Intelligence Core Module
At the heart of Voice Analytics Copilot, the Voice Intelligence Core Module enables seamless transcription and analysis of all interactions between advisors and clients, with a one-day delay. This module extracts valuable information from conversations, offering advanced search capabilities across entities, intents, keywords, tags, and metadata, thanks to key capabilities such as:

• Transcription & Diarization: Accurate transcription with Zaion's dedicated ASRs, complete with punctuation and speaker separation.
• Voice Activity Detection: Analyzes vocal activity, detecting silences, turn-taking, overlaps, and more.
• Entity & Intent Detection: Identifies entities and intents using Zaion's Advanced NLU, specifically tailored to customer relations and customizable with your industry-specific dictionaries.
• Multimodal Emotion Detection: Detects emotions in both speech and text, offering deep insights into customer sentiment.
• PII Redaction: Automatically identifies and removes personal and sensitive data from both text and audio.

Business Modules to Meet Your Needs

Voice Analytics Copilot Business Modules are designed to meet diverse operational requirements and built upon Voice Intelligence Core Module. The solution is available on a modular basis, allowing clients to choose the specific modules that best align with their objectives.

• Quality Monitoring: Automates quality management and evaluation through AI-enhanced quality monitoring and prefilled listening grids. This module includes:

  • Creation and configuration of listening grids
  • Auto-prefilled grids with AI (AutoQM)
  • Performance tracking by agent or team
  • Automated compliance alerts

• Customer Insights: Gain insights into customer data and identify opportunities for process improvement.

  • Automatic categorization of call reasons
  • Trend detection and identification of weak signals
  • Evaluation of customer experience and satisfaction via the Z-SAT indicator
  • Targeted process enhancements to elevate customer experience and drive business performance

• AutoSummary: Provides, editable summary after each call.

  • post-call summary preview
  • Flexible format (free text or structured)
  • Editable by advisors
  • Seamless integration into CRM systems

Voice Analytics Copilot suite is tailored to enhance both customer satisfaction and operational efficiency.