Get insights into customer dialogues with SupWiz Conversation Analytics
Conversation Analytics analyzes calls, emails, and chats, providing insights into customer sentiments and queries.
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How Does Our Conversation Analytics Help You?
In-depth insights
Combine traditional KPIs with advanced AI on customer dialogues for better decision-making.
Agent training
Educate new agents faster and provide timely feedback, improving quality and assurance of calls, emails and chats.
Prevent customer churns
Identify at-risk customers easily and promptly follow up to prevent and reduce customer churn.
Improve customer experience
Easily understand your customers’ needs and sentiment in every conversation.
Easy to use
Trained with few examples, The AI understands context, misspellings, and synonyms.
Real time incident recognitions
Set up alarms and triggers for sudden spikes in general activity, or in specific topics.
What Do People Say?
Gains from a Conversation Analytics solution
Uncover trends and meaningful insights
Combine traditional KPIs (performance, ratings, call duration) with actual call content (e.g. categories and topics) from your calls.
What constitutes a good call?
Which topics result in bad ratings?
What is the tone of the conversation?
Do payment questions often lead to login questions?
Valuable insights into your conversations
Explore the most common topics of your conversations, get insights into best and worst calls and go in depth with analysis by correlating categories with duration and ratings.
Which topics end in long conversations?
Which topics give bad ratings?
AI Automation
SupWiz Conversation aggregates call, chat and email data from all sources, automatically analyzing, transcribing or categorizing it according to the AI model trained to your organization's needs.
No-code skills required
SupWiz AI is no-code. It’s built so that anyone in your team can easily implement, maintain and manage the Conversation Analytics.
Enterprise compatibility
The Conversation Analytics is a compliant and secure enterprise solution. Among other things, it enables you to:
Manage access and permissions with different user roles
Use built-in or add custom anonymization of data
Manage and test AI models and override AI when needed
Faster agent training
Educate new agents faster on relevant topics, quickly find calls and chats about specific topics for focused training, and improve quality and assurance of phone calls and chat conversation.
Identify knowledge gaps
Improve the performance of existing teams
Better agent onboarding and coaching
Stramlined integrations
Supwiz Conversation Analytics integrates with call center solutions and ITSM (e.g. Zendesk, Genesys, Puzzel, etc.) to smoothly become part of your support processes.
The process
The Conversation Analytics is an advanced AI engine, but the process of getting started is simple:
We train the underlying AI on your data to tailor the Conversation Analytics to your organization.
We integrate the Conversation Analytics into your call center or ITSM, and it can be configured in great detail to suit your needs.
Then your Conversation Analytics starts to transcribe, classify and provide insights on the data, and it automatically becomes smarter the more you use it.
At SupWiz, we stay updated with AI trends so your business can quickly and reliably use the latest technology. Our focus on security and easy-to-use tools makes adopting new tech easy and confident.