Talkdesk Interaction Analytics for customer experience.
Powered by generative AI, Talkdesk Interaction Analytics analyzes customer interactions to deliver powerful insights that improve CX and create new efficiencies.
Mood insights
Go beyond traditional sentiment analysis and extract nuanced mood insights to understand how your customers are feeling and why they’re feeling that way.
Automatic topic discovery
Boost loyalty and satisfaction by analyzing topic and sentiment trends with generative AI in every customer conversation.
Dashboards
Track key conversational analytics data and customer insights trends through an intuitive dashboard, including customer sentiment analysis, intent monitoring, and trending topics.
Transcription cards
Use speech-to-text (STT) and natural language processing (NLP) to zero in on key details in transcriptions, including call context, customer intent, and sentiment.
Keyword sensors with Talkdesk CX Sensors
Stay on top of critical customer issues by setting keyword-based sensors. Choose the parameters that should trigger an alert to your contact center or other business systems, on problems that need immediate attention.
Keyword search
Quickly find and analyze interaction transcriptions based on relevant keywords and an overall sentiment score.
Utterance audio player
Identify what causes customer issues without reviewing the whole transcription but instead listening to a per utterance-level call recording.
Integrations
Expand the scope of interaction transcription analysis to all Talkdesk enabled third- party system integrations, to get real-time alerts on your preferred channel, such as Slack or Microsoft Teams.
Automated discovery of actionable insights to deliver a frictionless customer journey.
Talkdesk Interaction Analytics™ reviews customer conversations for topics and mood trends without setup. With generative AI, it detects emerging topics, uncovering valuable insights and opportunities—even the unexpected ones.
Discover the real root causes of customer issues.
Generative AI uncovers unknown unknowns in your conversation data, helping you understand behavior, friction points, and opportunities across different channels by automatically detecting and visualizing topic and mood trends with a single click.
British Columbia Lottery Corporation elevates their CX with AI.
"When we first started enhancing our tech stack and getting more insight, our customer experience scoring was in the mid to low 80s. Implementing what we learned with Talkdesk speech analytics and sentiment analysis, we crept up to the 85–88 range, and with the infusion of AI we have surpassed the 90 mark."
Martin Lampman Director of Customer Care Operations at BCLC
Turn conversational intelligence into emotional intelligence.
Understand how your customers are feeling and why they’re feeling that way. Go beyond traditional sentiment analysis by capturing richer, more nuanced mood insights that tell you why a customer’s mood shifted over the course of an interaction so you can address issues more effectively.
Speed up response times to critical issues.
Use Talkdesk CX Sensors to trigger alerts when specific preset conditions occur to proactively address issues 24/7 and avoid escalations. Automate alerts on your preferred channel and take action on urgent issues in third-party systems.
CX Sensors is sold separately from Interaction Analytics.
Make customer and agent journeys more efficient.
Apply interaction insights to all AI-powered tools and discover opportunities to lower the cost of service while maintaining a high-quality customer experience. Use live agent resources more efficiently by identifying the ideal use cases to implement self-service automation, agent assistance and knowledge management tools.
Hear how CAI proactively improves the customer experience.
FAQs.
Customer Interaction Analytics, also known as Interaction Analytics or Speech Analytics, is a technology used in contact centers to analyze and gain insights from customer interactions, whether they occur over the phone, through chat, email, or other communication channels. This analysis is typically done through AI-powered speech analytics software that can transcribe, categorize, and assess customer interactions.
AI can automate the transcription and processing of large volumes of customer interactions, including phone calls, chat logs, and emails. AI can speed up the analysis process and make it feasible to analyze a vast amount of data in real time. Many interaction analytics tools use AI-powered sentiment analysis to detect customer emotions, such as satisfaction, frustration, or urgency, with high accuracy. This helps contact centers gauge customer sentiment and respond appropriately.
Adopting speech analytics software provides several benefits for contact centers. Using AI, speech analytics software identifies the root causes of common customer issues, and enables contact centers to address underlying customer service problems proactively. Speech analytics can also extract insights from customer conversations to help supervisors gather valuable feedback about their customer experience without having to rely on feedback surveys. Using speech analytics can also greatly improve operational efficiency and reduce contact center costs.
