To improve your agents’ performance, you need to review the calls your contact center receives. Turn to a company that uses AI-enabled voice analytics coupled with human review to ensure accuracy.
Anyone managing a contact center would know that manual review of all calls is virtually impossible. Here is where AI technology comes in.
Call Criteria offers AI-enabled voice analytics for businesses looking to improve the efficiency of their call center operations. The company based in Los Angeles, California complements artificial intelligence with human reviews to ensure high levels of accuracy.
Learn more at https://callcriteria.com.
Through voice analytics, Call Criteria presents a viable, more economical alternative to integrating the latest QA technologies or hiring and maintaining an internal QA team. The technology allows you to sift through large volumes of calls within a short period of time and subject calls that meet predefined criteria through human analysis.
As Call Criteria’s CEO Ryan Stomel explains, “The best way to ensure the highest accuracy in call center analytics is by fusing human analysts and voice analytics to review agent-customer interactions. With the use of voice-to-text technology, companies are pulling the calls that have various keywords stated in the recording to identify the right calls to review with human QA analysts.”
To keep accuracy high and make sure that all steps are working as expected, continuous improvements to the automated system are essential. The company employs AI predictive modeling to achieve this.
The process starts as usual with transcribing the calls using the company’s speech-to-text algorithms. The system then proceeds with analyzing the transcripts and flagging keywords that you defined. Time stamps are also added to facilitate easy review of the segments that have been flagged.
Human review follows. Depending on the need, the analysts may review the specific keyword segment or conduct a more thorough evaluation of the calls with the goal of generating more accurate results. Finally, the model is retrained using the results of the human review as basis for the adjustments.
Specializing in quality assurance, coaching, sales performance, and AI-enabled voice analytics, Call Criteria caters to contact centers from a wide range of industries, including education, mortgage, automotive, utilities, finance, and home services.
Let AI-enabled voice analytics streamline your QA process! You may visit the website stated above to learn more.