Cross-Mining
Conversation Categorization: Every call is categorized, every issue is reported.
Cross-Mining It scans your conversations and automatically extracts the detected intents, context, and key phrases. You receive reports and alerts on topics that matter to your business, and you can enrich your business libraries yourself.
Reporting and alerts on what people are really saying.
You can easily get real-time reports and alerts on the main topic categories in your conversations.
Topics discussed
Reasons for Contact and Recurring Themes
Sentiment
Tone and Atmosphere of the Discussions
Service attitudes
Attitudes and Statements by Council Members
Cancellations / legal
Terminations, Disputes, and Risks
Competition
References and Comparisons
Get notified when a call context is relevant.
Certain call scenarios warrant an alert: because they are important in your industry, because they occur frequently, or because they occur with unusual frequency.
Important for Your Industry
Regulatory disclosures, legal risks, and sensitive issues specific to your industry.
Frequent
The issues that come up repeatedly and affect workload and job satisfaction.
Abnormal
A sudden spike in call volume, indicating an incident or an emerging trend.
A model that learns your business— and that you control.
Every day, the tool adds a little more to its business libraries. You can organize your libraries however you like and independently expand the analysis model, so you can understand and track everything in your conversations.
Detect
Intentions, contexts, and key phrases are identified in each transcribed conversation by the speech to text.
Organize
You organize the expressions into your own libraries and categories.
Ask
Questions posed to the AI—which can be customized for each campaign—identify objections, key arguments, or the advisor’s stance, along with the source sentence.
Follow
Thematic dashboards that are continuously updated and alerts sent to the right people.
“Cross-CX has become our primary tool for evaluating speech quality, and it allows us to centralize and archive the collected data in the form of predefined and customizable reports…”
leboncoin
Conversation Categorization: Your Questions.
What is automatic conversation categorization?
This is the automatic categorization of each call, chat, or email based on its content: reason for contact, customer intent, context, and key phrases. It lets you know why your customers are contacting you, without having to listen in manually.
Can you create your own categories?
Yes. You can organize your business libraries however you like and independently enhance the analysis model. Questions posed to the AI can also be configured by campaign or by call type.
What kinds of alerts can you receive?
Alerts regarding significant call patterns in your area—whether they are frequent or occur at an unusual rate—are automatically forwarded to the appropriate personnel.
How does the categorization fit into the rest of * Cross-Mining *?
It is combined withsentiment analysis and call summaries, and feeds into the Quality Monitoring andconversation analytics dashboards.
Other Speech Analytics features
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