Base decision-making on more accurate estimates about the voice of your customers and find out what their interests are, how they perceive the contact or what are the main promoter and detractor factors of your brand.
In ABAI Group we use the most advanced natural language processing technology and the cloud computing capacity to extract the maximum value from your recordings and written interactions and discover relevant information.
We categorize each part of the oral and written interactions to define contact reasons, objections, motivations, claims, etc. All linked to the performance of your service to evaluate the impact factors.
This methodology makes it possible to adapt your service in real-time to ensure the desired impact and a rapid implementation of the changes thanks to the real-time monitoring of the adoption of changes by agents.
Text analytic is the automated process of translating large volumes of unstructured text into quantitative data to find out ideas, trends and patterns. Brands can understand the story behind the numbers and make better decisions by combining this technique with data visualization tools.
Speech analytic is the process of analyzing voice recordings or live customers calls to contact centers with voice recognition software to find out useful information and ensure quality. The speech analysis software identifies words and analyzes audio patterns to detect emotions and stress in a speaker’s voice.
It consists of the use of Text and Speech Analytics techniques to measure compliance with the standards established in the image and procedures guidelines. The automated quality measurement makes it possible to measure over large volumes, providing a more objective view of the quality provided, improving decision-making and detecting alerts prematurely.