How Echoz Works
1
Agent Onboarding
The agent onboarding process involves uploading their voice through our interface, enabling training of our AI/ML model for accurate voice recognition. This step ensures seamless integration, optimizing performance, and enhancing user experience by tailoring the system to individual agents’ voices for efficient communication and interaction
2
Configurations
We start by connecting to your preferred data source, whether it’s SFTP, S3, or any cloud platform of your choice. Through this connection, we retrieve audio conversation data between your customers and sales agents, capturing crucial interactions in real-time.
3
Processing Engine
Once the data is collected, it’s fed into our powerful processing engine. Here, the magic begins. The engine first performs diarization, separating the voices of customers and agents for further analysis. Next, it employs PII detection to ensure privacy compliance while generating text-based transcripts of the conversations.
4
AI and ML Analysis
Our platform leverages advanced AI and ML algorithms to analyze the conversation data comprehensively. We identify customer sentiments, gauging whether they’re happy, angry, or sad. Similarly, we assess agent sentiments and their responses to customer queries, ensuring optimal customer satisfaction and service quality.
5
Keyword Analysis
In addition to sentiment analysis, we conduct keyword analysis to extract valuable insights regarding the product or service discussed. By identifying key topics and interests, we help you understand your customers’ needs and preferences more deeply.
6
Reporting System
Finally, we provide a user-friendly reporting system, accessible through a sleek UI. Here, agent supervisors can log in to monitor agent performance, view analytics, and gain actionable insights. Our analytics dashboards are rich with charts, graphs, and detailed information, empowering supervisors to make informed decisions and drive improvements.
7
Role Based Access
For overarching control, company admins have access to manage supervisors and control role-specific permissions. With deeper insights into data trends and performance metrics, admins can steer organizational strategies effectively and foster continuous growth and excellence.