AUDIO
Customer-agent interaction
Intelligence layer
CONVERSATION INTELLIGENCE
Transforms every customer conversation into actionable intelligence
Uncover the signals that sharpen performance, protect every customer interaction, and turn insight into action.
InsightsQuestionsCoaching
CONVERSATION ANALYSIS
Conversation received
RAW TRANSCRIPT
ENHANCED TRANSCRIPT
customer molo ndifuna ukwazi ukuba ndingayitshintsha njani ipolisi yam kuba imeko yam yemali itshintshile
agent ewe makhe sijonge ukuba zeziphi iindlela ezikhoyo kuwe
Customer Hello, I would like to know how I can update my policy because my financial situation has changed.
Agent Of course. Let’s look at the options available to you.
CHHAT PIPELINEADVANCED RULES PIPELINE
INSIGHTS
Extracting signalsCX
Evaluating experienceQUESTIONS
Evaluating evidenceCOACHING
Preparing guidanceCONVERSATION RECEIVED
Audio preserved. Speaker separation and transcription are queued.
TRANSCRIPTION
Speaker turns are separated; language context is retained for enhancement.
INSIGHTS EXTRACTED
Summary Customer asks to update a policy following a financial change.
Categories Insurance · Policy renewal
Customer intent Policy update
Key moment Financial circumstances changed
Language isiXhosa → English · Uncertain
CX EVALUATION
CX At risk
CSAT 2.8 / 5
NPS -18
CES 3.4 / 5
Experience signal Customer needs reassurance before policy options.
QUESTIONS
Did the agent demonstrate empathy and acknowledge the customer’s financial concern?
Result FALSE
Confidence 86%
Reason The agent moved to options without first acknowledging the change in circumstance.
Evidence “Let’s look at the options available to you.”
COACHING REPORT
Strength Clear next-step language.
Improvement Open with empathy before proposing options.
Next conversation “I understand a change in circumstances can be stressful. Let’s look at the policy options that can help.”