Overview

Our AI Call Analysis Tool offers comprehensive insights into client interactions, providing agents with actionable feedback to enhance communication effectiveness and decision-making during calls. It enables post-call summaries to improve customer engagement and outcomes.

This article describes:

Features

Health Score

• Available exclusively in the AI Email Report.

• Score: The Health Score provides a comprehensive assessment of the agent's overall performance, considering both on-call activities and other relevant metrics to gauge their effectiveness.

Sentiment Analysis

• Score: Analyzes the emotional tone of the conversation, assigning a numerical value to the sentiment expressed by both agent and client.

• Score Reasoning: Details why a particular score was assigned based on the nature of the conversation.

• Sentiment Outcome: Classifies the overall sentiment of the call as positive, neutral, or negative.

Deal Possibility Assessment

• Score: Estimates the likelihood of lead moving forward to a deal based on the client's financial situation and interaction during the call.

• Score Reasoning: Provides insights into factors that might influence deal closure such as financial stability, employment details, and client readiness.

Call Review

• Feature Inclusion: This feature provides a comprehensive evaluation of each client call, helping agents understand their performance and the effectiveness of the conversation.

• Functionality:

  • Overall Call Score: Each call is given a numeric score out of 10. A score of 7 indicates a productive interaction where the client provides necessary information and the conversation moves forward effectively.

  • Summary: The call summary details the effectiveness of the agent in gathering data and highlights areas needing improvement, such as rapport-building and solution customization.

  • Call Reception Score: An additional score, out of 10, assesses the client’s engagement and satisfaction with the call, providing insight into the client's perspective of the interaction.

  • Loan Options Discussed: Outlines the loan types requested by the client and those pitched by the agent, ensuring clarity in financial service offerings.

  • Client Objections: Records any objections or concerns raised by the client, helping agents and managers identify potential issues in the offered solutions or the approach taken.

  • Benefits: This feature enables agents to receive immediate feedback on their performance, facilitating continuous improvement in client handling and communication strategies. It also helps management monitor call quality and agent effectiveness in real-time.

Behavior Analysis

• Score Categories: Evaluates specific behaviors such as enthusiasm, hesitation, confidence, and persuasion.

• Agent vs. Client Behavior: Compares behaviors between the agent and the client to identify areas of improvement.

  • Enthusiasm: Measures the level of energy and engagement displayed by the speaker. Higher scores indicate a more lively, engaged demeanor which typically enhances the rapport and effectiveness of the interaction. Lower scores might suggest a lack of interest or a more subdued approach, which could affect the overall dynamics of the conversation.

  • Hesitation: Assesses the frequency and context of pauses or uncertainty in speech. Lower scores are preferable, indicating smooth, confident communication. Higher scores suggest frequent pausing or signs of uncertainty, which might reflect lack of preparation, confidence, or clarity in conveying information.

  • Confidence: Evaluates the assertiveness and self-assurance shown by the speaker. High scores reflect a strong, assured presentation of information, likely leading to greater trust and authority. Lower scores may imply doubts or less conviction, potentially undermining the speaker’s credibility.

  • Persuasion (Agent Only): Gauges the agent's ability to influence or convince the client effectively. A higher score indicates strong persuasive skills, showing the agent's proficiency in presenting arguments or proposals compellingly. Lower scores might suggest areas for improvement in sales tactics or argumentation skills.

  • Rapport (Agent Only): Measures the agent's success in building a positive, relational connection with the client. High scores denote excellent interpersonal skills and the ability to create a friendly and trusting environment. Lower scores might indicate a more transactional interaction or difficulties in establishing a personal connection, which could impact client satisfaction and engagement.

Important Data Collection

• Captures and summarizes critical financial data discussed during the call, including loan amounts, home value, and employment details.

Missed

• List of potential missed items from the a call checklist of best practices, and items that may have been added to the list by the organization.

Coaching Tips and Action Items

• Coaching Tips: Provides targeted advice to agents for improving interaction quality and sales techniques. The Assistant will use a combination of best practices along with items from a call checklist to determine coaching tips.

• Action Items: Suggests next steps for the agent to take post-call, such as preparing proposals or scheduling follow-up interactions.

Follow-Up Management

• Suggested Actions and Dates: Outlines specific follow-up actions and recommended timing to maintain client engagement.

• Communication Channels: Advises on the best methods for follow-up communication, including emails and text messages.

Highlights and Top Talking Points

• Summarizes the key successes of the call and crucial topics that were discussed, aiding in understanding the call's focus and outcomes.

• The Assistant will use a combination of best practices along with items from a call checklist to determine agent successes.

Language Insights

• Key Words and Phrases: Identifies the most frequently used words and phrases during the call, offering insights into the main themes and focus areas.

• Interaction Styles: Describes the predominant interaction styles used during the call, such as information gathering or solution-oriented discussions.

Custom Queues

There are three custom queues used to segment the AI-enriched leads. Managers will have View All permissions and non-managers will only be able to view their own leads.

• AI - Assistant Hot Deals: These represent leads with a Deal Score of 8 or above, which indicate a higher likelihood the lead will convert.

• AI Assistant - Call Coaching: These represent leads with a Call Review Score 6 or below, and a Deal Score more than 6. These are calls where there may be an opportunity to coach the agent.

• AI Assistant - Call Highlights: These represent leads with a Call Review Score 8 or above. These are calls where the agent may have done exceptionally well.

Advanced Coaching Add-On

Overview

Advanced Coaching is designed for organizations seeking deeper insights and more nuanced analysis of their call interactions. This add-on enhances the standard call review by identifying complex elements and providing targeted coaching tips to refine agents' communication strategies.

Functionality

Advanced Coaching delves into the intricacies of call dynamics to identify missed opportunities and areas for improvement that are not typically covered in basic analyses. It provides specific, actionable advice based on sophisticated pattern recognition and behavioral insights.

Example

If a client expresses interest in a Home Equity Line of Credit (HELOC), but the agent fails to discuss potential alternatives such as refinancing, the Advanced Coaching system will flag this as a missed opportunity. This insight will then be highlighted in the coaching tips, suggesting the agent could enhance their service by presenting a broader range of options tailored to the client's needs.

Benefits

This add-on is particularly beneficial for enhancing agent performance, improving customer satisfaction, and ultimately driving better business outcomes by ensuring that all viable financial solutions are explored during client interactions. It’s ideal for banks, financial institutions, and any business involved in customer service or sales that requires detailed analysis of communication for continuous improvement.

• Enhances customer relationship management through detailed, data-driven insights

• Improves sales strategies and outcomes by providing specific feedback and actionable steps

• Increases efficiency in handling client interactions and tailoring communication strategies