AloAi Voice Analytics provides agents with tools to analyze customer calls, track key metrics, and enhance customer interactions. Alongside its core analytics capabilities, it includes Ask AloAi feature that assist agents in real-time.
Key features of AloAi Voice Analytics
Automatic transcriptions - converts spoken words from voicemails and calls into written text.
Automatic summaries - provides an easy and concise summary of a call or voicemail.
Noise suppression - reduces background noise for clearer transcripts.
Speaker diarization - identifies different speakers for improved context in conversations.
Custom vocabularies - handles industry-specific terminology with accuracy.
Integration with CRM platforms - works seamlessly with HubSpot and Salesforce for sales and support teams.
Omni-channel support - supports calling, SMS, and automation tools for an enhanced communication experience.
Accessing AloAi Voice Analytics
Navigate to the contact conversation view while viewing a customer's interaction history.
Open the communication info details section for deeper analysis of specific calls.
How to use AloAi Voice Analytics for Agents
Review post-call insights
After a call, you’ll have access to a summary that provides quick insights into the conversation, displayed directly below the call details. These summary highlights are configured by your admins.
Review the call summary after each call to ensure follow-up actions are clear and any unresolved issues are addressed promptly. With noise suppression, even calls with background interruptions result in clear transcriptions.
If needed, you can regenerate the summary by clicking the regenerate summary icon in the AloAi Voice Analytics box within the contact conversation.
Additionally, you can regenerate the transcription within the call summary.
For a deeper dive into AloAi call analytics, click the blue transcription button on the call log to explore further details.
Multiple modes for reviewing details
Summary - view a concise summary of the conversation, which highlights the key points discussed.
Transcription - access the full written record of the conversation.
Ask AloAi - provides predefined questions to help you quickly gain insights. For more details, check out our guide on the Ask AloAi feature.
Review sentiment analysis and talk time ratio
Sentiment analysis - indicates whether the customer's tone was positive, neutral, or negative and also shows the sentiment of the agent.
Talk time ratio - shows the balance between the agent’s speaking time and the customer’s speaking time.
Call recording features
Speaker separation - differentiate between the agent's and the customer's voice for easier analysis.
Download call recordings - save recordings locally for detailed offline analysis.
Playback speed control - speed things up to save time
Identify key topics
Use these topics to guide your responses in follow-up calls. Addressing these concerns early shows attention to the customer’s needs.
Leverage keyword mapping
Use keyword mapping to identify key areas of interest and make your follow-ups more targeted.
Analyze categories, entities, and custom keyword frequency
Categories - classifies the conversation into predefined areas, such as billing, technical support, or sales, helping agents quickly see what area the conversation focused on.
Entities - identifies specific pieces of information mentioned in the conversation, such as customer names, product names, or service types, making it easier to follow up on relevant topics.
Custom keyword frequency - tracks the frequency of specific custom keywords that you define, helping you understand which terms are most relevant or frequently mentioned by the customer. Custom Keywords are configured by your admins.
How AloAi Voice Analytics works with other Aloware tools
AloAi Voice Analytics integrates with other Aloware features like call recordings, reporting tools, and CRM systems. By combining these tools, you can:
Review call recordings - gain additional insights from past calls.
Use reporting features - track performance over time and see how your interactions are improving.
Leverage CRM integration - personalize your calls based on customer history.
Actionable takeaways for agents
Use post-call summaries - to check the summary after each call to ensure action items are covered.
Analyze sentiment - adjust your tone based on the sentiment analysis for better customer engagement.
Address recurring issues - focus on frequently mentioned topics to provide proactive solutions.
Refine your strategy - use the data from categories, entities, and keywords to adjust your approach and improve service.
Maximize integrations - combine AloAi Voice Analytics with other Aloware tools to get the full picture of customer interactions.