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Call centers accumulate hundreds of hours of recordings, but only a small fraction is ever reviewed. The QA team samples randomly and most issues slip through. AI-powered voice analytics analyses every call automatically, scores it and reports it.
At Digital Bridge we deploy voice recognition and conversational analytics solutions that transform call-center operations. We can integrate with your existing call-recording platform or build a system from scratch.
Calls are transcribed with high accuracy by an STT model optimized for the target language. Speaker diarization separates customer and agent speech. Batch or real-time transcription options.
Customer sentiment (satisfied, angry, frustrated) is detected from tone of voice and word choice. Real-time alerts can be sent to managers when negative sentiment spikes. The sentiment curve is visualized through the call.
Calls containing critical words like "cancel", "complaint", "competitor brand" or "lawyer" are flagged automatically. Topic classification shows the breakdown of calls into product, technical support and returns categories.
Every call gets an automatic quality score based on greeting compliance, time-to-resolution, negative-word usage and silence duration. Individual and team-level coaching reports are generated.
Compliance checks like "was the privacy notice read?", "was the price guarantee given?", "was misinformation given?" run automatically. Calls with legal or regulatory risk are flagged instantly.
Daily/weekly call-theme analysis: what are customers calling about this week? Complaint peaks, sentiment trend, FCR (first-call resolution). Manager summary reports are emailed automatically.