Conversation Intelligence Platform
A conversation intelligence platform that helps customer support teams across retail, travel, utilities, and gaming to transform how they understand and act on customer feedback in real time.
A few words about the client
Is a conversation intelligence company based in Dublin that helps customer-facing teams harness the power of insights hidden in support, survey, and voice/chat interactions. Their platform automates the analysis of conversations across multiple channels (chat, email, phone, social, etc.), surfaces anomalies, sentiment, and patterns, and enables more targeted coaching and better customer experience overall.
AI & Machine Learning
Real-Time Conversation Analytics
Regulatory Compliance (HIPAA/GDPR)
Anomaly Detection
Multichannel Integrations
Agent Performance & Coaching
UI/UX Design
Sentiment & Emotion Analysis
ABOUT THE CLIENT
Comprehensive conversation visibility: it analyses 100% of customer interactions across channels, giving teams full insight into customer needs, frustrations, and satisfaction.
Real-time issue detection: With tools like Sonar, we detects spikes, anomalies, or emerging issues automatically so teams can react before problems escalate.
Agent performance & coaching: Personalized templates, formatting options, and editing features tailored to each provider.
Actionable insights from AI: Automated tagging, sentiment/emotion detection, root-cause analysis to identify drivers of poor CSAT, long response times, or recurring customer issues.
Scalable, secure integrations: Seamless connections to platforms like Zendesk, Salesforce, Intercom, etc., with secure data handling and strong compliance practices.
Tangible business outcomes: Reductions in handling time, improvements in customer satisfaction, efficiency savings (staff time), clearer workflows for QA, and proactive rather than reactive issue management.
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