Infotel AI - Call Analytics
Technical
For every phone call at defined extensions, the AI system will:
- Record the call audio.
- Transcribe it to text.
- Email you a report which includes:
- Average and maximum sentiment scores of both parties.
- Text summary of the phone call.
- Full text transcription color highlighted for positive and negative sentiment where pre-defined 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" intelligence view of your customer's 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
---
[Agent] Hello. This is Grace.
[Caller] Hey, this is Bob calling from East School. Can I speak to Grant, please?
[Agent] Give me 1 second.
[Caller] Alright. Thank you.
[Agent] Hello, this is Grant.
[Caller] Hey, Grant it's Bob. My Dell Inspiron computer is broken again, and the tech did not show.
[Agent] Oh, I'm sorry to hear that.
[Caller] Do you have time?
[Caller] It's quick problem. We gotta try to troubleshoot it though.
[Agent] Yes. Let's
[Caller] So do you remember that p g made for me the key?
[Agent] Yep.
[Caller] 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, let's see.
[Agent] Will you let me remote into your computer?
[Caller] Yeah.
[Agent] I just need to go to fast support dot com.
[Caller] What is that again?
[Agent] fast support dot com.
(The customers problem is fixed.)
[Caller] Thanks Grant, you are great. I guess it's something I did.
[Caller] Got too good. 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 salesperson 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 salesperson's 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.