AI & ML
The Needle in the QA Haystack
Thousands of calls. Limited analyst time. Smart Selections uses AI to identify the conversations that matter most, explain why they surfaced, and help evaluators get from discovery to action faster.
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Every Call Has a Story. Here’s How to Read It.
A few guidance prompts. A few output fields. Structured insights from every conversation, without writing code or listening to a single call.
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How Mature Is Your Contact Center?
Answer 10 focused questions across key operational dimensions. Receive an instant maturity score, benchmarking insights and an executive roadmap tailored to your results.
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She Said “I’m Done.”Your Analytics Said “No Cancellation Detected.”
Keywords sometimes fail to answer what was said | SuccessKPI The conversation A customer said she was leaving, and the system did not pick it up. A telecom provider has configured its speech analytics platform with a “Cancellation” topic, a list of keyphrases it expects customers to say when they want to cancel or leave. […]
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The Quiet Crisis Inside Customer Satisfaction Measurement
Survey response rates are falling and the responders skew to the extremes. Here’s what high-performing contact centers are doing instead.
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SuccessKPI – Automating and Elevating the CX experience through AI
SuccessKPI uses GenAI-powered quality management to analyze 100% of customer interactions—automatically evaluating agent performance, customer sentiment, compliance and resolution quality at scale.
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Turning insight to action
SuccessKPI uses GenAI-powered quality management to analyze 100% of customer interactions—automatically evaluating agent performance, customer sentiment, compliance and resolution quality at scale.
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Data Security, Transcriptions, and Privacy in Contact Centers
Running a high-performing customer experience (CX) operation means managing, unifying, and acting on extensive amounts of data. Contact centers today rely on a broader array of data than ever before to enhance routing, handling, training, coaching, performance, and forecasting. The result? Better, easier, and more contextualized customer interactions. However, managing such a vast amount of […]
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SuccessKPI’s Roadmap to Invisibly Integrated AI
As we know, artificial intelligence (AI) did not begin in 2023 with the public launch of ChatGPT, despite its meteoric rise and mass awareness. AI has been with us far longer than many people realize. Oxford dubs AI as: “The capacity of computers or other machines to exhibit or simulate intelligent behavior.” This is an automated process. […]
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