Early, but promising from Content/Brand perspective
December 02, 2020
Early, but promising from Content/Brand perspective
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Chorus.ai
- Call Review
- Process Improvements & Change Management
- Market Intelligence (Competition, Product, Messaging)
- Voice of Customer & Disseminating Success Stories
- Key word searching.
- Playlists feature.
- Analysis of tone of voice to recognize "tense" or "happy" moments.
- Analysis of facial expressions or body language to recognize "tense" or "happy" moments.
- Trouble with accuracy of transcription for strong accents.
- Inability in analytics to jump to an account or specific call with one click (ex. mousing over the meetings by deal - I'd expect to click on Company A, and jump to more details or to jump to one of its four calls).
- Proactive speech pattern analytics -- would love to see that there's a trend of certain keywords emerging or for chorus to list certain phrases by frequency that we may not be aware of. Use case: we can mirror our customers' language.
- One-click ability to export an individual call transcript.
- Increased accountability for delivering on-brand messaging.
- Increased awareness of performance gaps.
Was not involved in vetting.
Previously, we had been using zoom or google meet or even loom extension to manually capture calls when we remembered. Then if it made sense, we would submit for transcription through a separate standalone service/platform. We didn't have a centralized place where we kept all the transcripts and recordings, so Chorus.ai has helped us organize ourselves to better understand our customers at scale and shape our course of action.
We've been using this for customer interviews - not just sales calls - as an easy means to centralize that research and analyze it with features such as keyword searching.
Have not had to use yet.