Get insights into customer dialogues with SupWiz Conversation Analytics

 

SupWiz Conversation Analytics analyzes calls, emails, and chats, providing insights into customer sentiments and queries.

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Secure Solution

 
 

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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

Learn more about SupWiz’ features for enterprises

 
 

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:

  1. We train the underlying AI on your data to tailor the Conversation Analytics to your organization.

  2. We integrate the Conversation Analytics into your call center or ITSM, and it can be configured in great detail to suit your needs.

  3. Then your Conversation Analytics starts to transcribe, classify and provide insights on the data, and it automatically becomes smarter the more you use it.

Reach out to us to learn more about implementation

 

 

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.

 

Learn how SupWiz can power great customer experiences in your organization