Insightful Data, Better Results
Cirrus Speech Analytics redefines this process by introducing completely automated theme detection. The solution provides a very granular set of system generated categories, representing meaningful conversation topics, actions, relationships, and entities. These are generated automatically out-of-the-box even before the first category is built by a user, and are continuously updated based on what’s being discussed in the Contact Centre.
Each ‘theme’ is quantified by the impact it’s having on overall call volumes and handling time. The most critical themes can then be easily ‘set’ as new categories, removing the trial and error guesswork on the right categories and leading to even faster and greater ROI.
Themes are displayed in different colors and sizes which represent the metrics behind them, such as how often they’re used and the level of change, the level of severity and more.
You can quickly see what percent of the volume each theme represents and the different ways that the theme is used i.e. “making ↔ reservations; make ↔ reservation; need to make ↔ reservation.
The Cirrus Speech Analytics solution will surface themes that you did not think about. This can be crucial, given unknown themes could be critical to impacting processes and service delivery.