Customer Service Intelligence
Transform customer experiences with conversation analytics and intelligence at scale
Powered by Symbl.ai
Overview
Easily integrate advanced conversation intelligence capabilities into your contact center applications to turn customer care agents into top performers. Deliver outstanding experiences by analyzing customer sentiment, buying intent, and more in real-time. Empower agents to boost customer satisfaction and reduce average call handling time.
Agent Performance and Coaching
Transcribe customer calls to identify top performers and model behaviors and tactics that produce the best outcomes. Make data-driven decisions to create effective customer playbooks with real results.
Call Quality Management
Track sentiment and caller intent in real-time or asynchronously to surface customer dynamics that result in better CSAT and improve conversions.
Real-Time Agent Assist
Empower your customer care team with continuous support during their calls by identifying intent and providing real-time, step-by-step assistance, workflow automation, or escalations.
Key highlights
Advance AI capabilities
Detect and measure agent empathy and customer satisfaction in real-time and post-interaction
Fast deployment
Get up and running in minutes with custom keyword and intent tracking in minutes, with no training or custom classifiers required
Full programmable
Native integration into your stack using APIs or Symbl.ai’s pre-built UI components
Seamless experience
Ingest and analyze voice, video, and text data with a single platform
Explore the key features supporting this solution
Sentiments
Auto detect and analyze sentiment from any conversation
Topics
Auto extract and organize all any conversation by relevant topics
Trackers
Conversation Analytics
Transcription
Nebula
A proprietary large language model (LLM) trained to perform generative tasks on human conversations and models the nuanced details of a conversation.
