Actionable customer insights with Talkdesk Interaction Analytics.

We're able to see all aspects of the intents that are coming in through these phone calls. Why do I wanna know what those intents are? Because I wanna know what people are calling about. Do we have a major issue on our hands, or is it just your normal day to day churn? Right? And what I've been able to do is speed up our our incident management process by setting up the CX sensors. And those sensors fire out notifications when certain intents are hit within a certain amount of time. So, let's say there's a there's a Citrix outage going on in the environment. Our CX analytics functionality is reading the intents on these phone calls. Transcribing them. And when it hits a certain threshold, we're getting a notification that says, hey, there might be a larger issue in your environment going on right now. So, it's getting proactive versus reactive, which is where we historically have sat, on the reactive side. And what I mean by that is the old school way of being able to tell, old school to us now, to be able to tell what's going on in the environment is, oh, wow. The call queue just went from three calls to fifty calls. Something's gotta be up. Right? Something's gotta be wrong, or going into your... you know, your ITSM tool and seeing trending tickets. Right? So, Talkdesk in that regard has enabled us to be more proactive versus reactive as it relates to major incidents, which is a big deal for our clients. Because that typically has productivity impact, financial impact, whatever the case may be. It depends on the system that may be going through some degradation. The other the other ask, functionalities that we've been leveraged is Agent Assist.