Automated discovery of actionable insights to deliver a frictionless customer journey.
Talkdesk Interaction Analytics™ is an AI-powered speech and text analytics tool that captures, transcribes, and analyzes every customer interaction across all contact channels. Find key conversational moments, topics, customer intents and sentiments to take the next best action to create a faster and more frictionless customer experience.
Augment agent coaching.
Empower supervisors to deliver high-quality agent coaching by leveraging AI-powered insights of voice and text interactions. Discover issues impacting agent performance faster with searchable transcripts, sentiment analysis, and automated interaction scoring, using Talkdesk QM Assist™.
Talkdesk Interaction Analytics features.
Understand how customers are feeling by analyzing their tone and keywords during the conversation.
Topic and intent detection
Apply AI intent models to your interaction data by leveraging Talkdesk AI Trainer™ to automatically detect customers’ needs.
Track key conversational analytics data and customer insights trends through an intuitive dashboard, including customer sentiment analysis, intent monitoring, and trending topics.
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.
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.