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INTERACTION ANALYSIS
INTERACTION ANALYSIS
Gain actionable insight into agent performance and CSAT by analyzing verbal and non-verbal content.

Access Deep Analytics to Enhance Every Customer Interaction

Dramatically improve customer satisfaction and agent effectiveness by applying Spoken’s industry-leading AI, deep learning and
big data analysis to any customer interaction on any channel—including voice. With Spoken’s ready-to-use, data-driven model,
you can easily build more satisfying and profitable call paths and conversations.

Access Deep Analytics to Enhance Every Customer Interaction

Accurately Transcribe All Conversations

Convert voice to text in real time with extremely high accuracy, providing a basis for review as well as powering leading-edge, instant analysis.

Verify Speakers Automatically

Identify speakers automatically in a fraction of the time it takes a human to recognize a voice. Validate work-from-home agent identity in a snap.

Gain Real-Time Interaction Insight

Gather meaningful data on interaction success and customer satisfaction from voice patterns such as silences, talk-over and interruptions.

Route Calls Intelligently with Segmentation

Leverage customer demographics, experience and sentiment for optimal channel selection and call routing.

Enhance Agent Readiness

Automatically extract key content from call transcripts to ensure agents are completely informed and prepared to support customers and their issues, fast.

Speed Call Resolution with Path Analysis

Ensure the fastest route to customer satisfaction through automated on-screen workflows that deliver the best agent for each interaction to achieve the most productive and efficient results.

Get Answers Fast with Universal Search

Use keywords and patterns to quickly find relevant information across the big data domain of customer interactions, whether in audio, transcripts, images or call metadata.

Improve Outcomes with Sentiment Analysis

Assess voice and language cues in caller interactions to help guide decisions to improve or resolve problem calls - as they happen.

"The platform did exactly what we wanted it to do: simplify the caller experience... to get our customers to the right place the first time."
—Jeff Gove, VP Ops, The Neat Company

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