Talkmap, a trailblazer in generative AI for contact center intelligence, proudly introduces Talkdiscovery 9.0. This new version represents a significant advancement in achieving real-time, precise visibility into all customer interactions—a breakthrough for CIOs and Chief Data Officers focused on optimizing data governance, risk management, and compliance.
Previously, gaining such comprehensive insight into customer conversations has been elusive. Talkmap’s latest innovation in contact center operations is set to transform how businesses understand and engage with their customers, offering unprecedented clarity on ongoing dialogues.
“Enterprise leaders have long struggled with limited and delayed insights into customer experiences—what’s effective, what’s not, and why. Until now, unlocking real-time, accurate insights from every customer conversation was a distant goal. Today, leading brands are harnessing Talkmap to make this a reality,” said Tim Moss, CEO of Talkmap.
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Next-Level Performance with Continuous Question Intelligence (CQI)
A highlight of Talkdiscovery 9.0 is the introduction of Continuous Question Intelligence (CQI). CQI allows users to automatically and continuously probe their conversation data with specific questions. Powered by Talkmap’s Generative AI and Large Language Models, CQI seamlessly provides actionable insights through a secure, private mode.
Results are presented daily through an intuitive dashboard, enabling users to query conversations by various criteria, including agent performance, call reasons, or locations.
Key Insights Enabled by CQI
- Identifying reasons behind recent cancellation spikes
- Uncovering unresolved issues that lead to repeat calls
- Evaluating if agents are effectively troubleshooting before escalation
- Assessing adherence to best practices in customer service
- Understanding why some agents excel in upselling
CQI facilitates a swift return on AI investments by uncovering issues that were previously invisible to large organizations. This leads to improved agent performance, reduced service costs, decreased customer churn, and an enhanced customer experience.
Jonathan Eisenzopf, Chief Strategy & Research Officer at Talkmap, shared, “Our customers sought a secure method to derive immediate insights from their interactions. Talkdiscovery 9.0 is surpassing their expectations by providing a versatile tool applicable across various business areas, including sales, service, retention, risk management, and fraud detection.”
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