Conversation intelligence that drives business decisions
Automatically analyze all your customer conversations using AI. Find your highest-impact opportunities for CX and agent performance improvements.
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How it works
Listen to every conversation
Capture every customer interaction. Creovai integrates with the most popular CCaaS providers, making it easy to connect your customer service channels and start analyzing voice and digital conversations.
Understand your customer interactions
Answer the biggest “what” and “why” questions about your customer experience and contact center performance. Creovai uses AI and machine learning to analyze and categorize key events, behaviors, and topics within conversations.
Act on agent and customer insights
Identify the controllable factors impacting your contact center performance so you can make measurable improvements. Creovai’s insight categories, AI-powered predictive scoring, and user-friendly reporting and dashboards show you the fastest paths to reducing operational costs, increasing sales, and strengthening customer loyalty.
Reduce contact center costs
Analyze your customer conversations for your biggest cost drivers, including causes of long handle times, transfers, and repeat contacts. Tackle these root causes to improve your contact center performance and reduce operational costs.
Reduce customer churn
Identify churn risk signs based on what your customers are saying. Follow up on high churn risk conversations, uncover the top causes of churn, and track trends in cancellation requests to retain more customers.
Increase sales conversions
Pinpoint your most successful sales opportunities, top cross-sell and upsell opportunities, and techniques your top sellers use to close deals. Use these insights to train your sales agents and increase conversions.
Improve agent performance
Track the agent behaviors that impact the customer experience. Identify opportunities for improvement at the team and individual level so you can set data-backed goals and run targeted coaching sessions.
Built to deliver insights you can act on
Insight libraries
Immediately start tracking contact reasons, agent behaviors, signs of customer effort, and other key conversation events with Creovai’s large libraries of out-of-the-box insight categories. Easily add custom categories without relying on your IT team.
- 1200+ pre-built insight categories
- Vertical-specific insight libraries
- No-code custom category builder
- Jump to categories in interactions
Automated QA & predictive scoring
See custom QA scores and AI-powered predictive scores for customer satisfaction, effort, and sentiment.
- Automated QA for every interaction
- Predictive CSAT and customer effort scores
- Agent and customer sentiment scores, plus detection of 28+ distinct emotions
Prescriptive dashboards
Prevent information overload and focus on the actions that will let you achieve your biggest business goals.
- Pre-built dashboards focused on cost savings, churn reduction, sales opportunities, agent performance, and more
- Dashboard reports focused on actions to improve contact center performance
- Drill-downs to specific reports and filters
Advanced analytics
Understand the factors impacting your customer experience and contact center performance. Find your best opportunities for high-impact improvements.
- 18+ types of root cause analyses
- Repeat contact analysis
- Generative AI call summaries and interaction queries
Creovai customers are achieving contact center excellence
“We’re gaining unsolicited feedback in a much deeper way through conversation insights. We think that's really where the gold is.”
