Xdroid VoiceAnalytics

VoiceAnalytics, from Xdroid, is a speech analytics solution designed to improve performance, quality management and customer satisfaction in call centers, both in commercial and customer service activities. The AI based solution is built by a language engine and machine learning algorithms and is able to process speech-to-text with high accuracy, as well as recognize keywords, allowing to detect specific content in calls (names of competitors, words related to dissatisfaction or cancellation of a contract, etc.).

The KPI composer allows filtering large volumes of calls to find information in seconds. The solution also counts with an acoustic engine that identifies periods of silence, volume, speed, emotions and speech styles of both the customer and the agent (happiness, disgust, disappointment, insecurity and neutrality). The solution is available in two modalities, an "offline" one, which analyzes calls after they have ended, and a real-time one, which analyzes calls while they are in progress.

The real-time solution supports agents during conversations, recommending best next actions and creating alerts based on call content and customer sentiment, it automatically opens the information agents need, reducing on-hold times and increasing customer satisfaction. The vendor states its interface is easy to use and very intuitive, displaying the results of the company's KPIs in clear graphs and actionable information. The system architecture allows integrations with other CRM systems, and with the results of NPS or CSAT scores, being able to export or import information.

The system has different modules in its solution that measure the customer's experience and the performance of agents allowing users to take action and guarantee the best quality in customer service. Automatic identification and notification of critical conversations through keyword and phrase recognition allows managers to act in time to avoid customer churn.

Detailed call categorization allows the discovery of the reasons and topics that generate the highest call volume and the identification of associated sentiments. Through the AI based Insight Learning module, it is possible to compare groups of calls and find characteristics that differentiate successful from unsuccessful calls, enabling the creation of best practices. In addition, the platform counts with a GDPR module that automatically eliminates calls with sensitive information that do not comply with data protection and PCI laws and put the customer's privacy at risk.