Hive AI
Conversation Analysis Agent
Service call transcripts contain a wealth of information about agent performance and customer interactions. Manually reviewing these transcripts is a tedious process, and rule-based quality assurance tools struggle to capture the nuance of natural conversation. What if an Agent could automatically analyse these transcripts to verify that service agents are following the script and asking the right questions at the right time?Business challenge:
Contact centres handle thousands of service calls daily, each requiring agents to follow defined scripts and ask specific questions to ensure consistent service quality and compliance. Manually reviewing call transcripts is time and labour-consuming and only covers a fraction of interactions. Automated rule-based tools lack the contextual understanding needed to evaluate natural conversation, leaving gaps in quality assurance and making it difficult to identify coaching opportunities or compliance risks at scale.
Core Features:
The Conversation Analysis Agent can analyse transcripts and score interactions against predefined quality criteria, additionally it can also utilize audio recordings as input
- Conversation scoring - The Agent analyses the transcript against predefined quality metrics and scores the interaction
- Speach-to-Text – The agent can also utilize audio or even video recordings as source via a Speech-to-Text functionality
Key benefits:
- Faster and more consistent processing of service agents interactions with customers​
- Removes human bias from the qualitative analyzis
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