Technology

Xdroid offers Superior Speech Analytics with Advanced NLP-based Features

Xdroid is excited to announce the launch of its next array of sophisticated features powered by state-of-the-art Natural Language Processing (NLP) and Artificial Intelligence (AI).

This new set of features comes merely five months after Xdroid introduced basic NLP-based features into its solutions.

The new features will elevate the game for Xdroid’s partners and clients and further add to those launched in May 2023. They will now have access to more insights, take more actions, deliver more results and provide superior service to their end customers.

The new features include:

  • Automated Summary: Swiftly generated summary of the interactions that highlight the key points of the call.
  • Sentiment Analysis: AI-generated quick insights and classification of the call sentiments, capturing the essence of interactions.
  • Topic Detection: Deep dive into the discussed issues that are classified into different ‘Call Categories’ for targeted improvements.
  • Intent Analysis: Categorise the calls based on the root cause or the main issue tackled during the call.
  • Call Reason Evaluation: Brief description of the core reason behind every call.
  • NPS (Net Promoter Score) Prediction: Gauge customer satisfaction and loyalty directly from call data.
  • Agent Action Summary: Breakdown of how the agent handled the call and the actions and decisions taken by them during calls.
  • Resolution Status & Summary: Track the outcome and details of customer issue resolutions.
  • Chat-AI Assistant: Chat support within the system to assist the agents, supervisors, managers or any user of the solution with instant data retrieval.
  • Scorecard Wizard: A new way to generate instant automated agent evaluations, feedback, and analysis of customer interactions.
  • KPI Generator: Set and track key performance indicators for enhanced productivity and effective quality management.
  • Enhanced Call Categorization: More accurate and diverse call tagging for better analysis.

With this launch, Xdroid has amped up its AI game. At the forefront, they offer ease of convenience like never before! These NLP-based features enhance Xdroid’s existing capabilities to ensure that their users get the most out of the solutions. For instance, Xdroid’s ‘Composer’, an exclusive highly sophisticated tool to generate KPIs and tags seamlessly blends in with the new NLP-based features and gives the user the best of both worlds. Xdroid’s unique offerings will truly transform contact centre operations for its clients with the magic of AI. `

Whether you are an agent, management, or the end customer, this launch is set to change the customer service experience for the better. There’s something for every cohort.

For Agents:

  • Empowerment: With insights, guidance and AI-driven recommendations, agents can make informed decisions during calls.
  • Training: The Scorecard Wizard offers constructive feedback, aiding in continuous skill development, and performance improvement.
  • Support: The Chat-AI Assistant serves as a reliable companion, offering on-the-go information.
  • Reduced Workload: Auto-summarisation, and multiple categorisations, drastically reduce the stress and workload of the agents.

For Contact Center Managers:

  • Optimised Operations: With insights from topics study and call reason evaluation, managers can deploy resources efficiently.
  • Performance Monitoring: KPI Generator and Scorecard Wizard facilitate easy monitoring of agent performance and team metrics.
  • Strategic Planning: Data-driven insights support long-term strategy formulation and short-term tactical adjustments.

For the Company:

  • Enhanced Customer Experience: With quick issue identification and resolution, ensure utmost customer satisfaction.
  • Increased Efficiency: AI-powered features streamline processes, leading to reduced operational costs
  • Data-Driven Decision Making: With comprehensive insights, companies can formulate strategies that align with customer needs.
  • Competitive Edge: Gain a leg up in the industry by leveraging the power of AI, and providing customers with personalized customer service and a smooth customer journey.

For Customers:

  • Quick Resolutions: Enhanced understanding of call reasons leads to faster issue resolutions.
  • Personalized Service: AI-driven insights enable agents to cater interactions to individual customer needs.
  • Enhanced Customer Experience: A smooth customer journey and experience that makes life easier for customers.

“We’re not just introducing features; we’re redefining the way businesses understand their customers. By enhancing the clarity of interactions, we’re helping businesses to be more responsive, agile, and customer-centric,” said Gerry deGraaf, Managing Director, Xdroid International NV.

About Xdroid

​​Xdroid’s mission is to transform customer experience and contact center performance through analytics software based on artificial intelligence. We automatically provide objective, consistent, and valuable information and insights about each conversation by processing all customer interactions.

Visit https://xdroid.com/