Conversation Analytics is the ability to analyse the content of a phone call with the purpose of understanding what was discussed. This manual job can now be fully automated with powerful Artificial Intelligence and can be used to derive various types of analytics with perfection. You can now enhance your customers experience and drive operational efficiencies by improving audit and compliance scores, sales process, and agent training.
With Skoruz, you can also get Actionable Insights from Your Customer Conversations Real-Time. Our best-in-class, real-time text analytics classifies the text in the same way a person would listen to the audio. Skoruz in partnership with its partners can provide critical action items by capturing and transforming customer conversations into insights. This intelligence can further be used by relevant stakeholders to develop, automate or improve key business functions.
Extract tokens and sentences, identify parts of speech, and create dependency parse trees for each sentence.
Identify entities within documents including receipts, invoices, and contracts and label them by types such as date, person, contact information, organization, location, events, products, and media.
Understand the overall opinion, feeling, or attitude sentiment expressed in a block of text.
Classify documents in 700+ predefined categories.
Enables you to easily analyze text in multiple languages including English, Spanish, Japanese, Chinese (simplified and traditional), French, German, Italian, Korean, Portuguese, and Russian.
Skoruz with its partners uncovers valuable performance metrics for the sales team to identify knowledge and training gaps, script adherence, talk-over analysis, objection handling and other micro metrics to enable sales teams to track, engage and close deals better.
From capturing key metrics like C-SAT, NPS and CES based on industry benchmarks to showing customer journey reviews from disparate data sources and proactively engaging with relevant services, Skoruz with its partners takes a holistic approach. It goes beyond surveys and objectively scores every customer interaction and identifies intent, sentiment and overall journey satisfaction.
Skoruz with its partners helps organizations audit 100% of conversations as opposed to 2-3% which is the industry standard. The platform also alerts relevant teams about potential threats and breaches and helps reduce the risk of penalties.
Skoruz with its partners helps monitor the quality of interactions between organizations and their customers and automatically creates scorecards to identify training and knowledge gaps. It also provides in-depth insights to consistently improve agent performance which directly impacts customer satisfaction, retention and brand reputation.
Want to use our Speech to Text Analytics services? Or looking to develop the solution further?
Contact us today for an initial discussion.