CCAI Insights provides contact center interaction data to answer business questions or support decisions to drive efficiency.
Identify investment areas more quickly and accurately
• Topic identification provides clarity on why your customers contact you
• NLP data-like entities, sentiment, and intent highlighters help you know which topics give the best bang for your buck
Compliance teams flag more conversations for review
• Reduce regulatory risk
• Improve compliance
Conversations classified with greater accuracy
• Reduce the need for agent and analyst classifications
• Scalable to all conversations
"With CCAI Insights, TELUS is looking at processing 20 million voice calls for analytics. This will help agents resolve customer inquiries faster with less effort, leading to significant savings via agent effort reduction in year one of production."
Mike Kellner, Director, AI Data & Analytics, TELUS
Creating a topic model
Topic Modeling helps you discover topics (call drivers) in conversations between contact center agents and end users.
Enable Dialogflow runtime integration
Dialogflow runtime integration allows you to integrate data from other Dialogflow-powered Contact Center AI services into CCAI Insights.
CCAI Insights pricing details
|CCAI Insights Analysis (Sentiment, Entities, Highlighters)||$2 per 100 conversations|
|Topic Model labeling||$2 per 100 conversations|