TalkChief Platform
Insights

AI Analytics

5min

We are excited to announce the integration of AI-driven analytics into our VoIP platform, providing you with powerful insights to enhance your customer service operations. Our new AI-based feature delivers comprehensive dashboards that offer detailed metrics including Customer Effort Score (CES), customer sentiment, and Customer Satisfaction Score (CSAT).

AI Analytics
AI Analytics


Key Features:

  1. Customer Effort Score (CES):
    • Definition:
      Measures the ease of customer interactions with your service.
    • Benefits:
      Helps identify and reduce friction points in customer journeys, leading to improved customer loyalty and retention.
  2. Customer Sentiment Analysis:
    • Definition:
      Analyzes the emotional tone of customer interactions through natural language processing.
    • Benefits:
      Provides real-time feedback on customer emotions, enabling proactive issue resolution and personalized service experiences.
  3. Customer Satisfaction Score (CSAT):
    • Definition:
      Gauges overall customer satisfaction with your service.
    • Benefits:
      Offers a direct measure of service effectiveness, allowing for targeted improvements and enhanced customer experiences.
  4. Call Intent:
    1. Definition:
      Shows call intentions, like commercial, support, information.etc.
    2. Benefits:
      Provides an overview of callers intentions, giving you the power to enhance your processes, and optimize your tools to achieve more.
  5. Call Analysis:
    1. Definition:
      Dashboard showing youall your calls, with call summary, topic, emotion, intent and recording.
    2. Benefits:
      One place showing comprehensive data about your calls and customers.

How It Works:

Our AI algorithms analyze call recordings to generate these metrics, presenting the data in user-friendly dashboards. This enables you to:

  • Monitor Trends:
    Track changes in customer effort, sentiment, and satisfaction over time.
  • Identify Issues:
    Quickly pinpoint areas where customers experience difficulties or dissatisfaction.
  • Optimize Performance:
    Leverage insights to train staff, refine processes, and improve service delivery.

Advanced Filters:

To enhance the usability of these insights, we have implemented advanced filtering options within the dashboards. You can now filter the data by:

  • Team Member:
    View metrics specific to individual team members to assess performance and provide targeted feedback.
  • Team:
    Analyze data at the team level to understand collective performance and identify areas for team-wide improvements.
  • Sentiment:
    Filter interactions based on customer sentiment (positive, neutral, negative) to prioritize follow-ups and manage customer relations effectively.

Implementation:

The AI metrics are seamlessly integrated into your existing VoIP dashboard, providing a unified view of traditional call metrics alongside these advanced analytics. This integration allows for a holistic approach to customer service management, combining quantitative and qualitative data for deeper insights.

By leveraging AI to analyze customer interactions, we empower you to make data-driven decisions that enhance the customer experience and drive business success.

Have any questions? You can always contact our Support Team at [email protected].

TalkChief Team

Updated 16 Aug 2024
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