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Merriam-Webster defines sentiment as “an attitude, thought or judgment prompted by feeling.” On phone calls, agents lack visual clues like facial expressions, but the caller’s tone and demeanor offer insights into their mood. Being mindful of a caller’s emotions can alert call center supervisors about potential issues, or opportunities to compliment an operator.
Analyzing Transcripts with Artificial Intelligence
Active Insights uses artificial intelligence (AI) to analyze call statistics and transcripts in a way that no basic script can. Using Natural Language Processing (NLP), Active Insights generates call summaries and uses this data to create automated scores.
Identifying Caller Trends
One of the unique features of Active Insights is the ability to analyze call transcripts for caller sentiment. Noticing if a caller was angry at the beginning of a call, and became less agitated as the operator calmed them, or if the caller started happy and became upset during the call helps supervisors identify key strategies for ongoing training.
Monitoring for Threats – and Compliments
While reviewing transcripts, Active Insights can search for threats, issues, or other concerns during a call. Additionally, Active Insights can identify positive feedback from a caller regarding how helpful the operator was.
Alerting Supervisors
When Active Insights finds a positive or negative interaction, an alert can be sent to a supervisor. This advance notification helps supervisors be proactive and review the call transcript to see precisely what was said during the call. If available, the supervisor can listen to the call and review it with the agent.
Take a Closer Look
The ability to automatically score calls and monitor caller sentiment significantly enhances the efficiency of any call center. Active Insights is a comprehensive tool that provides a wealth of information about data that happens on calls, making it extremely valuable for supervisors, operators, and clients.
