Contact Center - OpenAI

Effective customer engagement during calls is essential, yet many contact centers struggle with one-sided conversations, leading to dissatisfaction. Celebal Technologies provides an advanced AI-driven solution that enhances real-time agent support through speech analytics, offering instant insights and recommendations for improved customer interactions.

The solution includes post-call analytics for summarization and auditing, allowing managers to assess call quality efficiently. Additionally, an NLP-powered voice bot transcribes conversations, analyzes sentiment, call duration, and key metrics. Interactive dashboards streamline contact center operations, enabling agents to deliver exceptional service while equipping managers with the tools needed to enhance performance and elevate customer satisfaction.

Key KPIs:

• Agent & Manager Dashboard: Monitor & manage performance in real-time.
• Call Tagging: Label and categorize calls for further analysis.
• Pre-built PBX System Integration: Seamlessly integrate with existing systems.
• Speaker Detection: Identify who is speaking during a call.
• Profanity: Detect and manage inappropriate language in calls.
• Recommendations: Receive actionable recommendations based on call data.
• Speaker Diarization: Identify speakers in calls for context analysis.
• Knowledge Base: Build a repository of insights for future reference.
• Sentiment Journey: Analyze customer sentiment throughout calls.
• Context Analysis: Understand the context of customer interactions.
• SLA Breach: Ensure adherence to service level agreements.

Business Impacts:

• Personalized Interactions - 20-30% Faster customer resolution
• Agent Training - 30-35% Reduced agent training time
• Uplevel Self-Service - 50-60% Improved first-time resolution
• Less Operation costs - 15-20% Lower labor & operational costs

Contact us today to learn how our solution can help you optimize operations and improve customer satisfaction!