AI Call Center Analytics

Definition

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Machine learning systems analyzing call recordings, chat logs, and agent performance.

Key Characteristics

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• Emotion detection
• Intent categorization
• Agent scoring
• Compliance monitoring

Why It Matters

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Reduces average handle time by 25% while improving customer satisfaction (Genesys 2023).

Common Use Cases

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1. Identifying training gaps
2. Automating QA processes
3. Detecting escalation triggers

Examples

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• CallMiner Eureka
• Verint Speech Analytics
• AWS Contact Lens

FAQs

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Q: Real-time capabilities?
A: Yes—flags distressed customers for live agent assistance.

Q: Data storage policies?
A: PCI-DSS compliant systems redact payment info automatically.