AI Call Transcript Analysis for Contact Centers

Explore Real-Life Examples of AI Call Transcript Analysis in Action

See how this innovative technology revolutionizes the knowledge process of any customer interaction. A customer contacts a support chat.

Context of the sample: Customer only speaks Spanish and agent only speaks English. Customer only sees the interaction in his/her native language. 

A user named Javier contacted a technical support agent to report an issue with his iPhone 15, which shuts down every two hours despite having battery. After some questions and verifications, the agent determines that there is a problem with the motherboard and that the phone is still under warranty. It is agreed to send a free replacement to the user, who is grateful. The agent concludes the conversation by offering additional help, but the user does not need it.

The overall sentiment of the conversation is positive. It can be observed that both Javier and the Grupo NGN support agent maintain a friendly and collaborative tone throughout the interaction. Javier expresses gratitude for the assistance received and is pleased with the solution offered for his iPhone 15 issue. The agent, on the other hand, demonstrates empathy and efficiency in identifying the problem and offering a quick and beneficial solution for the customer. In summary, the interaction conveys a sense of satisfaction and cordiality between both parties.

1. Javier has an issue with his iPhone 15: it shuts down every two hours despite having plenty of battery.
2. It is verified that there is an issue with the motherboard of the model.
3. The phone is still under warranty, so a free replacement will be sent.
4. The shipping address for the replacement is confirmed.
5. Javier is informed that he will receive instructions to return the current unit.
6. Javier expresses gratitude and bids farewell, indicating that his issue has been resolved.

The customer was interested in his iPhone 15.

The customer, Javier, contacted customer service due to an issue with his iPhone 15, which shuts down every two hours despite having sufficient battery. After performing some verifications, it was determined that the issue lies in the device’s motherboard. Fortunately, the phone is still under warranty, so a replacement will be sent free of charge. The customer was satisfied with the proposed solution and agreed to receive the new device at the registered address.

The agent addressed the customer’s needs by identifying the issue with his iPhone 15, verifying the serial number, confirming an issue with the motherboard, and offering a solution by sending a free replacement under warranty. The agent also provided instructions on how to return the current unit and confirmed the shipping address. Finally, the agent made sure the customer did not need any further assistance and concluded the conversation in a friendly manner.

It was agreed to send a replacement unit of Javier’s iPhone 15, as the phone is still under warranty. No further steps are required from Javier’s end, as they will take care of sending the replacement unit and providing instructions for returning the current phone. The conversation has ended successfully.

The customer seems very satisfied with the assistance received and the solution to his iPhone 15 issue. He is enthusiastic and grateful for the help provided. A successful and positive interaction!

High Probability – 90%