Customer-brand conversations across digital channels are a valuable source of insights for businesses. They can help identify why customers leave, how to prevent revenue loss, and how to optimize support costs. Senseforth Customer Interaction Insights (CII) processes and analyzes customer interactions like voice calls, chat and call transcripts, and social media interactions to derive actionable insights for customers and support agents. CII is built on top of standard and highly reliable Azure components like Azure functions, Azure cognitive search, Azure Document Intelligence, Azure OpenAI APIs, and Azure Cosmos DB.

Key features

• Proprietary ASR and NLU technology with an average accuracy of >93%.

• Processes mono-channel audio and supports multiple languages and accents.

• Leverage advanced generative AI and LLMs to derive and generate call drivers and intents without supervision.

• Generates insights like churn risk indication, escalation, sentiment, competitor mention, etc.