Conversational Insights

Conversational Insights (CCAI Insights)

Formerly known as CCAI Insights, Conversational Insights analyzes conversational data from across the customer journey to provide contact center leaders and managers with the data-driven insights to boost efficiency, improve agent performance, and create better customer experiences.

Free trial Contact sales

Uncover the “why” behind every customer interaction
Empower agents to excel with AI-driven performance insights
Reduce wait times and optimize operational efficiency
Part of Customer Engagement Suite with Google AI

VIDEO

CCAI Insights enhances data-driven business decisions and customer experience

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Benefits

Identify investment areas more quickly and accurately with topic identification

Measure and improve responses and quality metrics

Classify conversations at scale and with greater accuracy

Reduce regulatory risk and improve compliance

Key features

Data insights to better understand your customers

Smart highlighters

Automatic highlighting of the conversation for important moments, built by Google and out-of-the-box ready for your data. Smart highlighters include moments like when your customers complain, when your customers ask for a supervisor, or when your agent tries to put your customer on hold.

Cloud NLP integration

Gather customer and agent sentiment, identify common keywords with entity extraction, and score those keywords with entity sentiment.

Topic model

Taking advantage of Google's proprietary language models, topic modeling allows users to create an unsupervised model of their conversation data and automatically creates a taxonomy of their conversation drivers.

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

Documentation