Breaking down a conversation provides insight for Business Process Reengineering (BPR)
Disaggregating a customer conversations provides insight into the potential risks as well as opportunities to upsell/cross-sell. Aganitha audio processing capabilities build upon the APIs from Google and AWS to convert audio files to transcripts.
Our AI models process the transcripts to detect events such as - Greeting, Authentication, Transaction and Closure - and analyze risks and opportunities within each event w.r.t. regulatory, brand dilution, quality, upsell/crossell, customer experience etc.
Analyzing multiple such conversations provides valuable insights into the business process engineering required to extract value out of customer conversation and devise Service Level Agreements (SLA) for each department to improve the overall customer experience such as:
Identifying the call intent and suggesting best action to call agent
Shortlisting the most recurring and mundane service requests which can be automated
Analyzing call sentiment and flagging such calls for potential regulatory risks
Monitoring agent performance and drafting training needs