CX™ by Authenticity.ai fully automates the process of monitoring every call and every customer interaction, including Zoom and Teams video calls. Now supervisors can quickly search for customer interactions based on flexible criteria, such as: topics, sentiment, emotion; long intervals of silence; and compliance keywords. This helps to narrow down the scope from thousands of communications down to the handful requiring attention.
Track customer sentiment – See how happy your customers are with your brand from a survey or their last phone call with your company.
Topic Extraction – Easily see the top topics your customers are talking about from yesterday, last week or last month. Get alerted to growing trends and topics of your customers quickly and efficiently.
Agent Performance – Track agent performance and identify the top performers based on customer sentiment, call duration and compliance.
Be alerted when calls become emotional or if there is long periods of silence, which leads to poor customer experiences
Search, sort and review the most important customer calls by keywords, phrases, emotion, sentiment, topics, pause time and more
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