Discover key insights in your conversations
Contact your customers through all channels and turn every interaction into a business opportunity.
Speech Analytics
We analyze conversations to optimize processes and elevate the customer experience to a new level.
Text Analytics
We turn textual data into strategic information, helping to detect trends and make informed decisions.
Sentiment Analytic
Through AI we evaluate emotions providing a deeper understanding of your customers.
Benefits of BiometricPro Speech & Text Analytics
Speech Analytics
Your call recordings are a gold mine, transcribe and analyze all your call center calls to discover information about customers and your operation, to improve processes and reduce costs.
The best way to know your customers is to listen to what they think and what they feel. You can learn about customer satisfaction, churn rates, competitive threats, service issues, agent performance, campaign efficiency and opportunities for improvement.
However, the sheer volume of phone calls exceeds the contact center’s ability to review and analyze them manually.
Manual analysis can only process 1% of calls using unsophisticated methods and ZERO on Chats.
Text Analytics
Exploit information from your customers’ written conversations, actionable from unstructured data from bot chats, Whatsapp and social networks to gain critical insights into the customer experience.
Multi-channel analytics will enable you to get to know your customers better.
Your customers now use multiple communication channels, so customer and employee analytics must also be multichannel.
While voice remains a key channel, customers are increasingly choosing digital written customer service channels such as chat and social media.
BiometricPro Text Analytics allows you to analyze the content, forms, and metrics of 100% of your written communications.
Measuring Customer Experience
Automate the agent evaluation process in all your conversations and interactions to improve the customer experience.
Improve Training and Efficiency
Easily analyze all the calls and texts your contact center receives, easily identifying those interactions that are valuable for their content, something that would be difficult to achieve without this technology.
Reduce Costs
Measure agent compliance with the speech in order to reduce the number of re-calls and improve customer satisfaction.
Key features Speech & Text Analytics
Gain insight into your business by analyzing the unstructured data hidden in interactions.
Speech & Text Analytics applies artificial intelligence and sophisticated search algorithms to analyze conversations and interpret intentions and emotions.
Compliance with service policies is a key aspect of contact center care. There are regulations that ensure ethical standards and protect customers’ freedom. Violating a regulation can be very costly for the company. But it can happen to an agent that, under the pressure to increase his productivity, he skips a certain step and runs the risk of violating one of the policies. That is why it is important to check that all calls comply with the regulations. If, for example, the regulation states that the operator must always ask the customer for the user number before proceeding with a transaction, the system can easily detect this without the need to listen to all calls.
Design customized training plans for your agents, based on the analysis of their conversations. The cadence with which they speak, how they pronounce certain terms, the inadequate use of certain phrases, everything can be detected to design specific training plans.
Find out if the words or phrases that should be in the communication were actually used.
Analyze the reasons for the calls and the quality of the service provided in each case. Verify if the operators comply with the established quality standards, techniques and processes.
It identifies operational, logistical and procedural problems by grouping the most frequent contact reasons such as claims, services or purchases.
BiometricPro analyzes the interactions, sorts the information, and allows to corroborate if the reason for the call recorded by the agents is the correct one.
Access rich dashboards to visualize your contact center metrics. Complement volumetrics, talk time and other conventional metrics with emerging trends. Discover unknown relationships between topics, customer information and staff attributes.
If you’re a good listener, conversations will tell you how you can sell more, what your customers like and dislike, their mood, and also whether your agents need training and what kind.
How can you tell if an agent fulfilled a request, or what the sales triggers are?
You would have to listen to all the recordings of all the calls. To process them manually, you would have to double or triple the number of staff. BiometricPro Speech & Text Analytics is an intelligent, automated way to analyze interactions and draw conclusions in a practical and cost-effective way.
Customers who trust us
BiometricPro
We are a young company composed of a team with extensive experience and experience in the sector. We emerged in a dynamic world with the purpose of driving Digital Transformation and generating innovative solutions for companies.
With BiometricPro Speech & Text Analytics, we offer advanced and accessible technology to overcome cost barriers in the market. Our solution, based on Artificial Intelligence and Sentiment Analytics, converts 100% of calls and chats into valuable information, helping business leaders to optimize operations, make better decisions and strengthen the connection with their customers.
Guaranteed results
Quality analysis
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