AloAi Voice Analytics provides agents with tools to analyze customer calls, track key metrics, and enhance customer interactions. Here’s how you can use its features effectively:
Review post-call insights
After a call, you’ll have access to a summary that provides quick insights into the conversation. The call summary is shown directly below the call details.
These summary highlights are being configured by your admins.
You can review the call summary after each call to ensure follow-up actions are clear and any unresolved issues are addressed promptly.
To dig deeper into the AloAi Call Analytics, you can open up further details by clicking on the blue transcription button on the call log itself:
AloAi Voice Analytics provides two modes for reviewing full call details:
Summary - view a concise summary of the conversation, which highlights the key points discussed.
Transcription - access the full written record of the conversation.
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 recorded call - save recordings locally for detailed offline analysis.
Control the playback speed - 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.