Quality Monitoring with Sentiment Analysis and Speech Recognition

AI powered modules

Create a human-like conversation between a Bot and a customer. Evaluate sentiment and take real time decisions using artificial intelligence.

Bot flows

Sentiment analysis

Project

Co-financed by

Evaluate a recorded interaction

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OneContact QM (Quality Monitoring) is a tool to monitor the contact center quality level, ideal to evaluate and improve agent performance while meeting company goals. Supervisors can access to voice and screen recordings, emails, chat sessions and social media interactions in real-time.

Build flows of intents with Chat or Vocal Bot assistance

OneContact Flows

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Integrated environment that allows both the creation of flows within a traditional IVR (Interactive Voice Response) system and flows of intents and entities with chat or vocal Bot assistance. These AI multilingual Bots are self-learning software systems that can be trained by the company’s staff.

Omnichannel automated experience

Customers have come to expect automated responses in certain stages of their support interactions. However, it’s important to offer the same engaging experience and clear information throughout the different channels.

Speed up your conversation

That’s the goal of Collab’s ONEFLOW, which unifies the conversation scripts to be used both by the Interactive Voice Response system and the conversational bot. This solution is key to further develop the chatbot “behavior.”

Developing conversation scripts

The chatbot will be trained to correctly identify “INTENTIONS” within 100 to 200 possible scenarios, as well as the “ENTITIES” involved, and what kind of immediate help can be provided.

Smarter over time

The more you train the chatbot, the better it will be able to detect the “EMOTIONS” displayed by the customer and rank them. Based on the valuation, the bot will determine if the conversation needs to be transferred to a human agent.

All this training is established and conducted by OneContact Flows.

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Based on Collab’s experience, the best way to train bots is using human agents, who will listen to the interactions and shape the bots’ reactions. Bonus: this option is a great way to optimize costs.

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Quality Monitoring with
Speech Recognition & Sentiment Analysis

Extract value from sentiments

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Collab has natively integrated market leading speech recognition capabilities into OneContact Quality Monitoring. This technology examines calls and assesses both the agent and customer’s tone; it transcripts voice into text to extract relevant information such as intents expressed through keyword trends or areas that need improvement. The results are indexed, searchable and can be used to improve customer experience and identify selling opportunities. This tool is split by 3 different modules:

1. Data insights

For a bigger picture of the contact center. Analyze global insights like sentiment distribution, talkover and silence periods, overall sentiment of the interaction, word cloud with the most used words during the interaction, improper language and others.

2. Live interactions

Watch interactions in real time with a transcription of everything being said. In case there is an urgent issue or significant drop in sentiment, an alert is triggered. A supervisor can then act on the interaction by redirecting it to a human agent. This is particularly useful to avoid that a problem escalates to something bigger like a social media crisis.

3. Interactions history

You can access all the information that was extracted from the recording and see the evolution of sentiment levels (both for agents and customers)

Key benefits

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Detect

& act on urgent issues in real-time, based on customer sentiment & keywords (verbal or written)

Identify

automatically the most relevant topics and outcomes, within millions of stored conversations

Boost

with machine learning long term Contact Center productivity – a continuous improvement process