Overview

Talkdesk Interaction Analytics is a powerful tool designed to analyze customer interactions across various channels, providing organizations with deep insights into customer sentiment and behavior. Powered by generative AI, this software goes beyond traditional sentiment analysis, offering nuanced mood insights that help businesses understand not just how customers feel, but why they feel that way. With its advanced features, Talkdesk Interaction Analytics enables companies to improve customer experience (CX) and operational efficiency. The platform automatically discovers topics and sentiment trends in every customer conversation, allowing for real-time adjustments and proactive issue resolution.

Features

• Mood Insights: Extract detailed mood insights to gauge customer feelings accurately.
• Automatic Topic Discovery: Analyze trends in conversations to boost loyalty and satisfaction.
• Dashboards: Intuitive dashboards track key conversational analytics, sentiment analysis, and trending topics.
• Transcription Cards: Utilize speech-to-text (STT) and natural language processing (NLP) for detailed transcription analysis.
• Keyword Sensors: Set up alerts for critical customer issues based on keyword detection.
• Keyword Search: Quickly locate interaction transcriptions by relevant keywords and sentiment scores.
• Utterance Audio Player: Listen to specific parts of conversations without reviewing entire transcriptions.
• Integrations: Connect with third-party systems for real-time alerts on preferred channels like Slack or Microsoft Teams.

Benefits

• Automates the discovery of actionable insights to enhance the customer journey.
• Identifies root causes of customer issues through detailed analysis of conversation data.
• Improves response times to critical issues by triggering alerts based on preset conditions.
• Enhances operational efficiency by applying interaction insights to AI-powered tools.