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.”
FAQs
Intelligence
Can Creovai analyze both voice and text-based interactions?
Yes. Creovai can analyze voice, chat, and case/ticket email conversations, plus survey responses and other interaction types, giving customers insights into their omnichannel customer engagements.
Does Creovai provide sentiment analysis?
Yes, Creovai has a proprietary sentiment analysis model that provides separate customer and agent sentiment scores for every interaction. In addition to providing these scores, Creovai also detects and labels 20+ distinct emotions based on the words and phrases customers and agents utter.
Does Creovai catch and label key phrases for QA, compliance, and customer experience monitoring?
Creovai comes with a library of hundreds of pre-built insights categories so users can easily spot key phrases uttered by agents or customers for CX and compliance monitoring purposes. Creovai's insights categories also provide additional sophisticated ways to detect phrases within important context rather than just spotting individual keywords. Creovai customers can also easily build custom insights categories to track other important words, phrases, and utterances. Creovai can also support Conditional Categories that ensure proper adherence to procedures like disclosures. This capability detects when a sequence of events have occured in a conversation, i.e., did the agent follow all the proper steps to de-escalate a situation.
Does Conversation Intelligence work with different accents and dialects?
Yes, Creovai's transcription engine processes many different accents and dialects with high accuracy.
Can Conversation Intelligence recognize specific industry terms and acronyms?
Yes, Creovai's transcription engine recognizes many common acronyms and terms automatically, and we also offer a method to teach the transcription model how to better recognize those words and acronyms going forward. This is especially useful for proprietary product names.
Implementation
Can users set up automatic notifications when specific events occur on a call?
Creovai lets users set up custom alerts that are triggered by the detection of specific events, such as a cancellation request or compliance violation. Users can also set up alerts in reports to notify them of changes as they occur, such as a spike in dissatisfied customers.
What is the typical implementation timeline for Conversation Intelligence?
Most customers have their Conversation Intelligence environment established with call data coming in, users trained, and getting beneficial use of the insights within 60-90 days of order.
Can Conversation Intelligence work alongside our existing call recording solutions without causing disruptions?
Yes, you will typically keep using the call recording solution you use today. We will transfer copies of the call data from that system to Creovai for analysis, with no disruption to the existing contact center or recording platform.
What level of IT support is necessary for implementation and maintenance?
Typically not much IT support is needed, and just at implementation. Tasks at implementation often include initial connection of an integration for automatic data transfer to (or from) Creovai, connection to Single Sign-On (SSO) if used, and any security settings required.
Reporting
How soon is post-call analysis available?
While data transfer frequency and call processing times are heavily dependent on the technical solution being implemented and your current telephony platform, analyzed calls are typically available in Creovai in less than an hour.
How customizable are the analytics dashboards and reports?
Creovai provides dozens of available dashboard templates and hundred of supporting reports for each user to start quickly with minimal setup and training. And any report and dashboard is extensively customizable in layout, data content, filters, any many other dimensions as the users want to make changes.
Can Conversation Intelligence provide call insights in languages other than English?
Creovai offers support for over 20 different languages.
