Sentiment Analysis

This tool evaluates the tone and emotional context of a conversation, determining whether the customer's sentiment is positive, negative, or neutral. This insight is crucial for understanding customer satisfaction and emotional response.

Topic Analysis

This function identifies and categorizes the main topics discussed during a call. It helps in understanding the common subjects or issues raised by customers, aiding in trend analysis and strategy development.

NPS Prediction

Using historical data and current interaction analysis, this feature predicts the Net Promoter Score (NPS), indicating how likely a customer is to recommend the company's products or services, which is a key metric of customer loyalty.

Intent Analysis

Intent analysis uses NLP to determine the customer’s underlying intentions, such as seeking information, lodging a complaint, or intending to purchase. This understanding helps in tailoring responses and predicting customer needs.

Agent Action Summary

This feature provides a concise overview of the actions taken by the agent during a call, including responses, solutions offered, and follow-up commitments. It aids in evaluating agent performance and customer service quality.

Call Reason Analysis

This tool identifies the primary reason a customer initiated the call. Understanding the call reason helps in routing calls to the appropriate department and preparing agents for the type of assistance required.

Resolution Status

It tracks whether customer issues are resolved during the call and categorizes the status of each interaction, such as resolved, pending, or escalated. This is vital for monitoring and improving resolution rates.

Resolution Summary

Similar to Automated Summary, but focused specifically on the resolution aspect of the call. It summarizes how the customer's issue was addressed and concluded, providing quick insights into the effectiveness of problem-solving.

AI Chat Support

An AI-powered tool for users of the speech analytics solution, providing detailed call analysis and insights in response to specific prompts and questions, facilitating deeper understanding of conversational data.

Free-form KPIs

This feature allows for the creation of custom Key Performance Indicators (KPIs) based on specific business needs and goals. It offers flexibility in tracking and measuring performance metrics that are most relevant to the organization.Users can use this along with Xdroid's exclusive 'Composer' feature.

Scorecard Wizard

A tool for creating detailed performance scorecards for agents. It automates the evaluation process using various metrics, providing a comprehensive assessment of agent performance.

Zero-Day KPIs

Preprogrammed Key Performance Indicators that are readily available from day one, offering immediate access to essential metrics for analyzing performance and effectiveness within the speech analytics platform.