Call Analyzer-AI-driven Call Analysis

Example

Evaluating whether the customer service representative's explanations about product features or installation processes are easily understandable to the customer.

Scenario

In a call where a customer is confused about the compatibility of a bike rack with their vehicle, Call Analyzer assesses how effectively the representative clarifies the compatibility requirements.

Example

Assessing the representative's ability to connect with the customer on a personal level, acknowledging their concerns and needs.

Scenario

When a customer expresses frustration over a previous product issue, the tool evaluates the representative's response for empathy, understanding, and reassurance.

Example

Identifying moments within a call when a representative could have suggested additional products or upgrades that align with the customer's expressed needs.

Scenario

If a customer calls about a roof rack, Call Analyzer identifies if and how the representative suggests compatible accessories, like cargo boxes, enhancing the customer's purchase and experience.

Example

Analyzing the conversation to determine if and how a sales opportunity was successfully closed or lost.

Scenario

Following a discussion about various roof rack options, the tool evaluates how effectively the representative guides the customer towards making a purchase decision.

Example

Checking for courteous interactions, use of polite language, and professional demeanor throughout the call.

Scenario

Call Analyzer reviews the transcript for instances of 'please', 'thank you', and respectful language, especially in scenarios where the customer might be upset or dissatisfied.