Conversation Intelligence

Deeply understands customer conversations and converts them to structured form. It then identifies actionable tasks across risk, compliance, customer experience and sales.

Contextual Understanding of a Customer Conversation

Context is at the heart of conversation. Knowledge-based A.I. solves for very accurate understanding of the interaction between customers and agents – much deeper than regular A.I./ML solutions. The key is to very accurately convert a conversation to structured form. The solution can be integrated into larger contact center solutions.

Fully understands nuances and context in natural language conversations, no keywords used. Converts conversations to structured form.
Applies reasoning and logic to highlight complex issues and negations.
Key differentiators include very high accuracy in identifying and tracking issues within conversations.

Solution Differentiators

Deep Conversation Understanding & Context

The solution delivers deep contextual understanding of conversations.

This is possible because of syntactical and semantic analysis of conversation threads – informed by a flexible, semantic knowledge base.

The result is the granular ability to suggest customer experience improvement opportunities, identify risk indicators, and increase revenue !

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Conversation Process & Element Understanding

Granular and highly accurate understanding of conversations relies on a flexible representation of relevant contextual knowledge – no keywords or data-intensive training is involved.

For example, validating an Agent’s sales attempt involves syntactical analysis of the sales language as well as identifying all product features mentioned (or not) during the pitch.

The result is an automated, almost-human level identification of an Agent’s effort to improve revenue and deliver customer satisfaction.

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