Naumen Conversation Intelligence (CI)

The main articles are:

• Call Center: Purpose, Types, and Tasks
• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding

2023: Naumen Conversation Intelligence Voice Analytics System Exit

On February 21, 2023, the company Naumen presented a solution based on its own - speech technologies speech analysts the Naumen Conversation Intelligence system. The product allows you to automate the entire cycle of service quality assessment contact center in and comprehensively affect its indicators.

Naumen CI highly accurately recognizes spoken and written language and automatically evaluates the quality of dialogs according to the specified project parameters, among which can be the duration of the session, the presence and duration of the hold, the end side, etc. Detailed reports and summary project dashboards are available in the solution, which makes it easier to find low-quality sessions. Also on the platform you can see the ratings of operators in terms of the quality of work. The functionality can be used in the motivation programs of the contact center personnel.

Naumen CI algorithms not only find entries in the operator or subscriber channel, but also analyze the context of the dialogue to solve more complex problems. The system has a set of ready-made tools to improve the efficiency of the contact center: assessing the correctness of an employee's actions when working out objections in cold sales, detecting customer outflow triggers on the service line, searching for topics that increase the average session time in technical support and much more.

With the product, you can influence specific business metrics: reduce the average session time, increase conversion to sales, improve retention rates and customer loyalty metrics.

Naumen CI analyzes operator conversations with customers and helps to assess the general picture of the state of the contact center, identify trends in the operation of operators and outline growth points for further training of employees. With the solution, you can strengthen and supplement the classic quality assessment process and bring the contact center to another level of maturity, told Denis Kornilov, product manager of Naumen CI.

The solution is compatible with various contact center software. Naumen CI seamless integration with Naumen Contact Center allows you to start the system immediately after setup and training.

Speech analytics organically fits into the line of products for managing contact centers and works in conjunction with the company's own technologies: the automatic speech recognition system Naumen Speech AI, the AI platform for creating robots and chat bots Naumen Erudite and the omnichannel platform of the Naumen Contact Center. The product will be recognized due to brand recognition, complimentarity with other products of the ecosystem and wide possibilities for integration and customization, noted Andrei Zaytsev, director of business development at Naumen.