Call monitoring and its computer evaluation using content-to-text conversion, topic identification for the purpose of recording customer satisfaction or dissatisfaction, capturing complaints, recurring failures and difficult-to-accept product features. Findings will be recorded in a database with a possible link to information about products and services in the Product Information Management (PIM) category system.

The system for monitoring and analyzing customer calls uses automatic speech-to-text conversion and subsequent intelligent evaluation of the call content. By identifying key topics, the system allows:

All findings are automatically recorded in the database and can be linked to product data in the Pimics - Product Information Management system. This integration provides a comprehensive overview of the quality and perception of your products and services from the customer's perspective.

With this tool, you will get an effective means for increasing customer satisfaction, improving products and managing quality based on real feedback.

Thanks to the early identification of negative feedback, complaints or recurring problems, you can react quickly and improve the customer experience.

There is no need to listen to calls manually - the system automatically converts calls to text, analyzes their content and extracts key information.

The obtained data is clearly stored and linked to product information in the Pimics system. This enables targeted analysis of problems and positive feedback across the product portfolio.

The system will reveal recurring failures, frequent complaints or undesirable features, which helps to improve products based on real data.

Thanks to accurate detection of problems and their resolution at an early stage, the number of repeated customer contacts and thus the load on the call center can be reduced.

Instead of manually reviewing records, you will benefit from automatic and consistent analysis that saves time and ensures greater objectivity.

Insights from customer interactions can be directly used in developing new products or improving existing ones.

The system converts calls to text in real time or from a recording with high accuracy, including recognition of individual speakers (operator vs. customer). Recorded calls can be used for text functions such as search or print copies, etc.

Users can define their own topic areas that they want to automatically identify in calls - e.g. complaints, compliments, specific product issues, price objections, etc. Topics can be added, edited, or removed on the fly without the need for developer intervention.

Uses NLP (natural language processing) to automatically evaluate content, intent, and context.

Outputs are automatically stored in a database and can be linked to specific products or services. PowerBI analysis is also available.

Option to set automatic alerts when critical issues occur, such as an increase in complaints or dissatisfaction with a specific product. Notifications are created based on Microsoft SharePoint technology.

Europe - with restrictions according to supported languages ​​

English, Czech