Interaction Analytics 1.0 Release Notes

We are excited to announce the 1st release of the AI-Powered Interaction Analysis platform that provides four features and a powerful tool - Intent Studio - designed to enhance your ability to understand and evaluate customer interactions using AI. These tools empower your team to scale Quality Management, extract meaningful insights, and improve customer experience through automation and analytics. Central to this new platform are “Intents”, which you define to recognize certain phrases or topics in an interaction, such as 'making a payment' or 'inquiring about a service.' These are the fundamental building blocks used to automatically score interactions, categorize conversations, and analyze trends.

Note: The features are available in voice and chat interaction channels. Support for emails will be introduced later.

AI Quality Management

Automatically evaluate interactions using a scoring form tailored to assess compliance, quality management, and customer satisfaction.

Quality Measurement: Automatically evaluate a high volume of interactions for key quality areas:

• Enables continuous, consistent, and unbiased scoring.
• Results can be aggregated by agent, team, or service to track trends and performance.

100% Compliance Monitoring: Ensure required statements and behaviors are present in every applicable interaction:

• Highlight critical failures like missing disclosures or incomplete mandatory authentication steps.
• Designed for full coverage of compliance-sensitive calls.

AI-Based Satisfaction Survey: Estimate customer satisfaction from conversation content.

Categorization (Intent Analysis)

Classify interactions based on conversation content using advanced AI or grammar-based rules, enabling structured analysis, targeted tracking, and mining of actionable insights:

• Categorize Interactions: Organize conversations into meaningful categories for focused analysis.
• Track Key Content: Monitor specific items (e.g., product mentions) with percentage metrics and trend insights.
• Enable Agile Responses: React swiftly to emerging issues or shifts in volume, promoting customer satisfaction and effective resource utilization..
• Correlate with Key Attributes: Compare intent performance data segmented by other intents, dispositions, services, dates, and times for deeper, actionable insights.

Intent Studio

A central workspace for creating, managing, and refining intents used across AI Quality Management and Categorization:

• Define Intents with AI or Grammar-Based Rules: Create precise intent definitions using either advanced AI models or grammar-based keyword rules, depending on your needs.
• Organize with Folders: Group intents into folders for easier navigation and maintenance.
• Test and Refine Using Real Data: Use real interaction examples to test intent extraction, adjust configurations, and reduce false positives, ensuring relevance and high accuracy.

Discovery

Automatically surface unknown or emerging topics in customer interactions - helping you stay ahead of trends and continuously refine your understanding of customer needs:

• Reveal Hidden Trends: Identify unknown topics and emerging patterns in customer interactions for valuable insights.

• Streamline Tag Management: Review and block irrelevant tags for accurate, actionable data.

• Track Trends Continuously: Monitor changes in real-time and visualize tag trends for proactive decision-making.

• Correlate with Key Attributes: Analyze tags in relation to dispositions, services, dates, and times for deeper contextual insights.

• Prepare Data for Intent Analysis: Use identified topics to create Intents for detailed tracking and analysis.

Historical AI Summary

Generate structured summaries of past interactions with customizable templates tailored to the needs of each service:

• Faster Reviews: Help Quality Managers and Analysts quickly understand interactions without having to read or listen to the full conversation.
• Structured Format: Organize content into clear, scannable sections (e.g., Reason for Contact, Outcome, Next Steps) for easier navigation and focus.< Previous | Next >