Discover the full potential of Diabolocom's AI

Artificial intelligence (AI) offers new levers for performance, customer satisfaction and cost optimization. With Diabolocom AI software, implement these levers in your scenarios or business interfaces.

Diabolocom's AI functionalities are a springboard for customer relations.

Boost your agents' productivity

With Diabolocom Artificial Intelligence software, integrated natively or via API, your agents can spend more time on quality customer interactions. In fact, process automation relieves the agent of tedious tasks before, during or after the interaction.

What’s more, it can transcribe your calls or voice messages, generate summaries and quickly detect signs of customer irritation. This makes it easier to resolve conflicts and improve agent discourse. We speak of augmented agents.

Diabolocom artificial intelligence software increases contact centre productivity.

Enhance customer satisfaction

Data analysis is used to optimize and personalize every stage of the customer journey.

During a call, our Artificial Intelligence software transcribes and analyzes the conversation. Then, AI evaluates the customer’s comments to gain a better understanding of their satisfaction, beyond the NPS (Net Promoter Score) or CSAT (Customer Satisfaction) score.

Finally, the augmented data is transmitted to your CRM so that your agents can use it in future exchanges.

Thanks to Diabolocom's artificial intelligence, data is enriched and used in interactions.

Measure your performance and improve follow-up

Diabolocom AI technology enables more effective management of your contact center quality and better monitoring of your KPIs.

As part of a continuous improvement process, AI facilitates the evaluation of agents by their supervisors. Indeed, it provides script analysis, detects the use of forbidden expressions, and collects data on the agent’s discourse.

On the customer side, AI enables fine analysis of the reasons for contact and their resolution. This enables exhaustive qualitative and quantitative reporting.

Diabolocom AIs provide a complete view of performance and improve monitoring.

Optimize your operating margins

First of all, AI significantly increases agent productivity and comfort. Diabolocom’s Artificial Intelligence software can help you boost your contact center’s operational performance.

On the other hand, AI can detect at-risk customers, enabling you to be proactive in reducing churn and increasing customer loyalty.

Contact centre operational costs are reduced with Diabolocom AI software.

Optimize your contact center with Diabolocom AI software

Discover the features of Diabolocom AI technology

Transcription

Our AI technology transcribes voice messages and conversations. In this way, it provides faster resolution and relevant action suggestions to the agent. This approach significantly improves understanding of the customer’s request, and subsequently the quality of the interaction.

Summary Generation

Once the conversation has been transcribed, the AI automatically produces a summary, enabling more efficient tracking of requests. The criteria for writing the summary can be modulated according to the indicators specific to each entity in your company, within the Diabolocom platform itself.

Call tags

Assign your customer interactions different tags, pre-defined according to customizable parameters such as call reason, urgency level, and product concerned. Tags enable you to classify and search for customer calls quickly. Your agents are proactive in managing, tracking and analyzing calls.

Sentiment analysis

Diabolocom’s sentiment analysis detects nuisances or signs of customer satisfaction in your interactions. Your agents better understand customers, provide personalized, proactive responses and help reduce churn.

Quality Monitoring

Artificial Intelligence software helps assess the quality of interactions, identifying areas for improvement and enhancing agent skills. These enhanced agents are better able to meet your customers’ requirements.

Advanced Voicebot

Diabolocom’s AI recognizes the customer’s reasons for calling and enables you to adjust the caller’s path through your IVR accordingly. This facilitates the routing of requests or their automatic processing from the script.

Diabolocom Awarded the 2024 AI Innovation Prize

The 2024 Product Leadership Award for AI Innovation, presented by Frost & Sullivan, highlights Diabolocom’s unique approach in the field of AI applied to customer relations. Our innovations are designed to meet market quality standards and your specific use cases.

Contact one of our experts to learn more!

2024 AI Innovation Prize

With Diabolocom's Artificial Intelligence solution

51%

decrease in time required to gather customer context

97%

cost savings on post-call processing

12%

decrease in customer churn rate

Frequently Asked Questions

How does Artificial Intelligence work?

Artificial intelligence (AI) can be defined as a machine’s ability to simulate human cognitive processes, such as problem-solving, learning, perception, and decision-making. AI technology relies on machine learning, natural language processing, and artificial neural networks to achieve these goals.

There are currently two main types of artificial intelligence:

  • Weak AI: This type of AI specializes in specific, limited tasks. AI uses Machine Learning (ML) algorithms to analyze data and generate recommendations.
  • Strong AI: Unlike its predecessor, strong AI can understand and execute a wider range of complex tasks, similar to human thought.

Besides these two types of AI, there’s a hypothetical concept known as General Artificial Intelligence. This would encompass AI that surpasses human intelligence in all areas but raises a number of questions.

Today, AI is based on the following key stages: data collection, data processing, machine learning, and continuous improvement.

  • Data collection: AI requires a large amount of data to learn. This data can be structured (such as tables) or unstructured (such as images or text).
  • Data processing: Raw data are cleaned and prepared for use by machine learning algorithms.
  • Machine learning: Algorithms enable the system to detect patterns and make decisions based on training data. Training data is used to teach and train AI models to recognize patterns and make decisions based on examples.
  • Evaluation and improvement: Once the AI has been trained, it is evaluated using test data to measure its accuracy and performance. Models are then improved by adjusting specific parameters.

Thanks to these mechanisms, Artificial Intelligence can be deployed in various applications, such as contact center solutions, according to its capabilities and the tasks to be accomplished.

How can I automatically transcribe a call or message into text?

Automatic transcription is the process of converting a recorded phone call or voice message into text. Transcription can be time-consuming and tedious for contact centre agents. Moreover, manual transcriptions are only sometimes reliable.

Artificial intelligence, conversely, enables high value-added automatic transcription, thanks to the TLN system known as Natural Language Processing (NLP). NLP technologies interpret what the customer says or writes, often in a literal sense. With NLU (Natural Language Understanding), a sub-component of NLP, the system identifies the intentions and meaning behind the customer’s words or message.

An AI-enabled transcription solution like Diabolocom’s makes it possible to :

  • Customer Interaction Analysis: Using NLP to convert audio recordings of calls into written text. This facilitates the analysis and review of interactions between agents and customers. In this way, you can assess service quality, identify recurring problems, and find areas for improvement.
  • Semantic Understanding: With NLU, automatic transcription goes beyond literal interpretation, capturing the overall meaning of conversations. This helps detect your customers’ intentions and emotions.

The benefits of such transcription are manifold for the overall improvement of a contact centre, from agent performance to the final customer experience.

  • For the Agent: Automatic transcriptions can ensure agents adhere to speech guidelines and compliance policies. Additionally, they can serve as examples during agent training, helping new recruits develop best practices.
  • For the Customer: Analyzing automated transcripts helps identify recurring problems or points of dissatisfaction, allowing agents to anticipate needs and handle conflicts more effectively.

In short, automatic transcription integrating Natural Language Understanding  brings significant value to call centres. It improves operational efficiency and offers new insights into your business and customer needs.

How to generate summaries with Artificial Intelligence?

Using artificial intelligence to synthesize texts provides numerous advantages for contact centres. AI enables key information to be extracted and rephrased quickly and easily.

Thanks to natural language processing (NLP), AI can produce two types of summaries: extractive and abstractive. The summary produced can be limited in terms of sentences or words, according to the parameters that the user has predefined in the tool.

Extractive summarization selects sentences representing the most relevant information from the original content. This technology identifies and extracts the essential sentences from the original unstructured text. In concrete terms, when you request a three-sentence summary, the tool returns three sentences from the document which are the best evaluated, i.e. which best reflect the general idea of the text.

Meanwhile, abstractive summarization captures the main idea without necessarily using the same words as the original text, a feat achieved through Generative Artificial Intelligence. Abstractive summarization generates a shortened text that doesn’t necessarily contain the same words as the original text, but captures the main idea. The resulting summary may differ in terms of vocabulary, but presents all the important ideas.

By combining the extracted information, AI produces augmented summaries that provide a global view of customer interactions, and enable you to detect potential malfunctions in the contact center.

What is a voicebot?

A voicebot is a conversational robot that interacts using voice and natural language. While callbots automate incoming phone calls, voicebots specialize in vocal exchanges and communication. Using speech recognition and synthesis technology, it provides quick, consistent responses.

It’s available 24/7, providing continuous support while allowing human agents to focus on tasks of higher value. The voicebot records and analyzes interactions, gathering valuable data on customer preferences and trends.

When equipped with machine learning, it continually improves, tailoring responses based on customer feedback.