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AI Call Transcript Analysis for Contact Centers

Experience seamless AI Call Transcript Analysis with NGNCloudComm, the award winning cloud based inbound and outbound CCaaS solution from Grupo NGN. We are at the forefront of transforming contact center operations through the power of Agent Assist and AI transcript analysis. Dive into our revolutionary technology and discover how it’s reshaping customer service experiences.

AI Transcript Analysis

Identify Customer Issues

AI algorithms can swiftly detect and categorize customer issues, allowing support agents to prioritize and address them effectively.

Extract Actionable Insights

Through natural language processing (NLP) techniques, AI transcript analysis can extract valuable insights from customer conversations, helping businesses understand customer sentiment, preferences, and pain points.

Improve Efficiency

AI transcript analysis streamlines support processes, reduces manual effort, and enhances operational efficiency.

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%
System:

Gracias Por Utilizar el Chat de Grupo NGN. Un agente le atendera pronto.


Español (ES)

Gracias Por Utilizar el Chat de Grupo NGN. Un agente le atenderá pronto.

Agent:

Hello! How can I help you?


Español (ES)

¡Hola! ¿Cómo puedo ayudarle?

Javier:

Buenos dias. Tengo un problema con mi IPhone 15. Me puedes ayudar?


English (US)

Good morning. I have a problem with my iPhone 15. Can you help me?

Agent:

Of course! What seems to be the problem?


Español (ES)

¡Claro! ¿Cuál parece ser el problema?

Javier:

El telefono se apaga cada dos horas, aun teniendo mucha bateria.


English (US)

The phone shuts down every two hours, even though it has a lot of battery.

Agent:
I see. Let’s try something. Do you mind?
Español (ES)
Ya veo. Intentemos algo. ¿Te importa?
Javier:

No, en absoluto!


English (US)

Not at all!

Agent:
Great
Español (ES)
Bien
Agent:
Go to the settings page and tell me the serial number
Español (ES)
Vaya a la página de configuración y dígame el número de serie
Javier:

AZ1234567


English (US)

AZ1234567

Agent:

Can you see if there is a blue dot on the top left side of the screen?


Español (ES)

¿Puedes ver si hay un punto azul en la parte superior izquierda de la pantalla?

Javier:

Si, justo al lado de la señal de potencia del wifi


English (US)

Yes, right next to the Wi-Fi power signal

Agent:
Ok, Thanks
Español (ES)
Gracias
Agent:
Let me check one more thing for you
Español (ES)
Déjame comprobar una cosa más para ti
Agent:
Looks like there is a problem with the motherboard of your model.
Español (ES)
Parece que hay un problema con la placa base de su modelo.
Agent:

But you are in luck! I see your phone is still under warrantee


Español (ES)

¡Pero estás de suerte! Veo que tu teléfono todavía está en garantía

Agent:
We are going to ship a replacement one, free of charge.
Español (ES)
Vamos a enviar uno de reemplazo, sin cargo.
Javier:

Estupendo… Eso seria maravilloso


English (US)

Terrific… That would be wonderful

Agent:
No problem. We will ship the replacement unit to the address on file. Would that be ok?
Español (ES)
No hay problema. Enviaremos la unidad de reemplazo a la dirección registrada. ¿Estaría bien?
Javier:

Perfecto!


English (US)

Perfect!

Agent:
That’s great.
Español (ES)
Genial.
Agent:
Inside the box, you will also receive instructions on how to return your current unit.
Español (ES)
Dentro de la caja, también recibirá instrucciones sobre cómo devolver su unidad actual.
Agent:
Can I help you with anything else?
Español (ES)
¿Puedo ayudarte con algo más?
Javier:

No… Has sido muy amable y me has resuelto mi problema. Que tengas un dia maravilloso!


English (US)

No… You have been very kind and solved my problem for me. Have a wonderful day!

Agent:
Wonderful! Have a nice day!
Español (ES)
¡Maravilloso! ¡Que tengas un buen día!

Javier Customer
Disconnected

Unlock the Potential of AI Call Transcript Analysis with NGNCloudComm

Join leading businesses worldwide in harnessing the power of AI Call transcript analysis to revolutionize your contact center operations. Experience unparalleled efficiency, effectiveness, and customer satisfaction with NGNCloudComm.

To find out more about this and how it can impact your operation, please contact us.

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