We offer several Conversation Topics that you can use out of the box which will help you quickly identify conversations that include customer dissatisfaction, complaints, escalations, acknowledgement, signs of empathy, agent ownership, repeat contacts, broken promises, etc.
This can get you going within a few days. These are the first stage of building your own applications and they will also need tuning to your customer conversations. You will need to take time to plan, build and test Topics that work for you. Tuning them ongoing is also an important task. This will also include tuning the Automatic Speech Recognition (ASR) to recognise words and phrases associated with your products and brands more accurately. If you are implementing new Auto-QA scorecards, you will also want to ensure that these work well before deploying them to the frontline.
We know it sounds like there is a lot to do, but our highly experienced Customer Success Team will guide and onboard you through the initial stages during a fully supported onboarding project and then be available whenever you need help and advice. The EvaluAgent Analytics Playbook has also been designed to guide you through all the stages of Planning, Building and Operating your Analytics.