Inconsistent customer experience
Increased focus on conduct risk
High agent turnover
Insufficient supervisory coverage
How it works
High quality duplex call recording capability combined with best-in-class speech to text engine for both cloud and on-premise deployments. lisa extracts words with more than 90% accuracy and tags semantic elements such as confidence, volume and energy.
Natural Language Processing tools identify:
- Agent and customer.
- Entities including times, dates, names, etc.
- Conversation sentiment.
lisa’s advanced AI algorithms deliver context and meaning for further analysis including:
- Tone, clarity and energy.
- Key phrases and topics.
- Call behaviours such as talk speed, pauses, over-talk, silences etc.
- Derived semantic insights such as customer satisfaction, personality, and education level.
Derive & visualise business insights from the analysed data through QM scorecards triggered notifications and integration with your BI (Tableau & Qliksense) and CRM (Salesforce) systems.
lisa...Accuracy and ROI
>90% transcription accuracy
Proprietary Semantic Engine
High risk call alerts
Verbatim script adherence alerts
Timely insight reporting
Integrates with existing call centre systems
Easy to use
100% Call Coverage
Seamless Customized Integration
Open Source Database
Simple Pricing Model
Use lisa's AI-driven insights to generate business function-specific reports.
Contact Centre Supervisor
Analyse agent performance and measure customer satisfaction.
Spot best practice and training needs on an agent-by-agent basis, or across a whole business.
Contact Centre Agent
Listen to calls, review transcription, understand semantics and meaning.
Distinguish between over-talk and interruptions.
Spot best practice and assess training needs.
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