Advanced conversation analytics for contact center leaders
Advanced analytics don't have to be complicated. Creovai delivers conversation analytics that you can understand and act on--without needing a degree in data science.
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How it works
Capture insights from every interaction
Connect Creovai to your contact center’s voice and digital channels to automatically transcribe conversations and start surfacing insights. Creovai categorizes key events, behaviors, and sentiments within every conversation.
Identify the factors impacting operations and CX
Use Creovai’s advanced analytics and dashboards to find the factors with a direct impact on your operational costs and customer experience. Track factors by volume and frequency and view your top opportunities for improvement in easy-to-read reports.
Act on your biggest opportunities and track improvement
Share reports with business decision-makers, take action on your highest-impact opportunities, and use Creovai’s dashboards to measure and report on improvements over time.
Reduce contact center operating costs
Find out what’s driving up operating costs in your contact center through automatic conversation analysis. Identify high-impact changes to processes, training, and customer education to reduce your contact center costs.
Improve the customer experience
Get insights into customer satisfaction, sentiment, and effort from your unstructured conversation data. Pinpoint your biggest opportunities to improve the customer experience and increase your average customer lifetime value.
Turn your contact center into a source of insights
Uncover insights into customer friction points inside and outside your contact center conversations—and share those insights with the relevant stakeholders to improve the entire customer journey.
AI-powered analytics to drive customer-centric decisions
Predictive CX scores
Stop relying on low-response-rate surveys for CX insights. Creovai uses AI to predict customer satisfaction, effort, and sentiment scores based on what your customers and agents say in their interactions.
- Predictive CSAT scoring and pre-built CSAT dashboard
- Customer effort index
- Sentiment analysis: customer and agent scores plus detection of 28+ emotions
Root cause and recontact analyses
Uncover the factors directly impacting your top contact center KPIs, including average handle time and first contact resolution.
- Root cause analysis for AHT and other cost drivers
- Repeat contact analysis
- Advanced analytics dashboards & reports
Generative AI
Reduce after-call work and make it easy to understand what happened in any interaction. Creovai harnesses OpenAI’s generative AI capabilities to automatically generate call summaries and divide transcripts into chapters based on key moments.
- AI-powered call summaries
- Automatic chaptering outlining key parts of transcripts
- AI questions to generate immediate answers in interaction records
Creovai customers are driving org-wide business improvements
“Frankly, some of the things we do with Creovai we would not have even attempted to analyze before. It would have been a monumental undertaking. I’d need to hire 5 more people, and even then, we wouldn’t match the capabilities of Creovai.”
FAQs
Can Creovai answer questions about the causes of long AHTs, repeat contacts, and other cost drivers?
Yes. Creovai offers root cause analyses for AHT, repeat contacts, and interaction scores (CSATai, Customer Effort, and QA). We use advanced correlation and regression models to ensure statistical relevance and accuracy.
How do you measure customer sentiment?
Creovai measures sentiment using 29 distinct classifications/categories and also provides overall customer and agent sentiment scores (Positive, Negative, or Neutral) for every interaction. We examine syntax, interpreted by our proprietary Natural Language Processor, while mapping many different customer emotions conveyed in conversation. Each category encompasses the highly varied ways in which customer articulate emotion and sentiment - sometimes single categories will be comprised of more than 1,000 different phrases that, when detected at scale, means Creovai is measuring entire concepts far beyond keyword utterances. By comparison, other vendors rely mainly on keywords or tonal sentiment (looking to audio characteristics that could be associated with customer sentiments). In our research, we've found that both of these approaches are highly prone to false positives and are far less reliable for understanding sentiment than is the deep syntax analysis we rely on at Creovai.
How does your predictive CSAT score work?
Creovai’s CSATai calculates customer satisfaction using a proprietary large language model (LLM) specifically tuned to match customer satisfaction surveys. The model identifies words and phrases within the full context of the customer conversation that are likely to indicate satisfaction or dissatisfaction. For example, a customer saying, “This is so frustrating” is likely to be dissatisfied. CSATai scores each conversation as positive, negative, or neutral based on all the text in the conversation in context. Creovai also makes it easy to build a CSATai dashboard to uncover and address the factors with the biggest impact on satisfaction.
Can Creovai help me answer questions about my interactions that go beyond machine learning-based categories?
Yes, Creovai offers AI Questions, a generative AI feature that lets you interrogate your conversation data and automatically get responses at the interaction level. This feature can help you answer nuanced questions like "What drove dissastisfaction on this call?" and "Did the agent successfully resolve the customer's issue?" You can run predefined sets of AI Questions on all voice or chat interactions or large sets of interactions. Responses are also available in reporting at scale, and as known outcome filters to drive automation or gain other perspectives in Conversation Intelligence.