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Service and quality

QA on every call, agent scoring and coaching, sentiment and escalation.

3 min read

Automated AI agent call scoring: grade every call, not just a sample

Manual QA scores two or three calls per agent a month and hopes they're representative. Automated scoring grades them all - consistent, complete, and tied to coaching.

Quality assuranceAgent scoring
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3 min read

Hebrew call sentiment analysis and escalation detection: catch an angry customer in time

A single sentiment score says nothing. What matters is the trend - the moment the customer's tone broke - and what you did about it before they called a competitor.

Sentiment analysisConversation intelligence
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2 min read

Smart call alerts: catch the problem call while you can still act

Most call problems surface too late - a quarter after the customer left, or after the regulator has already asked. A smart alert cuts that from months to hours.

AlertsConversation intelligence
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3 min read

Improving CSAT and NPS in a service center with AI: the metrics that actually move

A CSAT survey tells you a customer is unhappy. It almost never tells you why, or at which moment in the call it happened. That is exactly where conversation intelligence comes in.

Service centerCustomer service
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3 min read

Conversation Intelligence for Service Call Centers: Why It Matters

In service centers the problem isn't sales performance — it's repetition, sentiment and escalation. Conversation intelligence solves all three simultaneously.

Customer serviceConversation intelligence
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6 min read

From call handler to solutions expert: how AI is reshaping the agent's role

AI will not delete the call-center agent. It removes the routine - the searching, the typing, the script - and leaves the hard conversations. The role is being promoted, not erased.

StrategyAgent experience
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