Infotel AI - Call Analytics
Technical
For every phone call at defined extensions, the AI system;
- records the call audio.
- transcribes it to text.
- and emails you a report that includes.
- Average and maximum sentiment score of both parties.
- text summary of the phone call.
- the full text transcription color highlighted for positive and negative sentiment. Predefined keywords are bolded and underlined.
It takes a manager just a few minutes per day to review the days phone calls for a "what is going on" intellegence view of your customers needs!
Keyword list
- These are things your customers may discuss (good or bad) It's about 100 words long.
- We generate a starting list for you specific for your industry.
- List can have phrases although saying "leak" will get more hits than "I have a leak".
- We add your employee names to the end of this list to generate useful data such as a customer talking to Bob saying "Amber looked at the issue before and said xyz..."
| Plumbing | VoIP | Audio Visual | HVAC |
|---|---|---|---|
| leak | phone | distortion | hot |
| drip | noise | speaker | cold |
| smell | static | echo | freezing |
| clog | drop | clipping | filter |
| drain | dropped | hiss | noise |
| chuck | chuck | chuck | chuck |
| walter | walter | walter | walter |
| dorothye | dorothye | dorothye | dorothye |
| grace | grace | grace | grace |
| tony | tony | tony | tony |
We Adjust Report Filters
- Only report on calls with high or low value. We use the default values of 50 and -50 in the example. Email is marked as;
- low importance (down arrow) for scores above 50. (Good conversations)
- not marked for scores within bounds (normal conversations)
- high importance (!) for scores below -50 (Bad conversations)
- Ignore phrases in the first and/or last x lines. Default = 5.
- Minimum and maximum call length to report. Default = 3 minutes to 10 minutes.
- Repeated words on same line only count once. (Gomer Pyle calls Sargent Carter and say's "Thank you, thank you, thank you!")
- Calls to analyze
- All inbound calls or just inbound from your area code
- All outbound calls or just outbound to your area code
- Telephone number the caller dialed such as a web SEO marketing number added to your system
- By individual extension or ACD group
New call recording AI transcription available between: SRC: 8042881933 & DST: 4203
Length: 11 seconds
Date: 2022-09-30 14:28:18
---
Phrase Count: 5
Phrase Score: -25
---
[Caller] It's quick problem. we gotta try to troubleshoot you though. [Agent] Yes. Let's [Caller] so do you remember that p g made for me the the the key? [Agent] u
[Agent] yep. [Caller] the the insurance company finally got back and this is not working (-5) for them. [Agent] did not follow the directions that they sent.
[Agent] alright.
[Agent] let's see.
[Agent] can you remote me into your computer? [Caller] yeah. [Agent] i just need to go to fast support dot com. [Caller] what what is that again? [Agent] fast
[Agent] support
[Agent] dot com.
(the customers problem is fixed.)
[Caller] thanks Grant, you are great. I guess it's something i did. [Caller] Got to good. bye bye.[Agent]Thank you
Optional Features
Integration with your CRM to better label reports such as the open service order number and provide another report filter. Why report on a sale person calling you for your car warranty?
Want the best (SEO) search engine optimization possible? We provide you a separate marketing telephone number combined with our AI engine. We make your phone ring and measure the sales persons interaction with the prospect.
Our purpose is "we keep you connected" Artificial Intelligence keeps you connected to your employee's and your customer's state-of-mind.