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Call Transcriptions
Transcribe your customer interactions in any language and seamlessly integrate them into your CRM and business tools.
Voice Analytics
Power up your customer relations
Diabolocom’s proprietary generative AI models are specifically designed for customer relations—covering transcription, summarization, categorization, satisfaction analysis and action detection.
Integrate Voice Analytics easily via our CCaaS software or APIs, and optimize customer satisfaction and operational costs.
Call transcription
Turn every call into actionable data
Transcribe your customer interactions in any language and use them directly within your CRM and business tools. Speed up request handling with a clear, accessible history—delivering a smoother, more responsive customer experience.
Call summary
Gain clarity and efficiency after every call.
Automatically generate summaries in a variety of customizable formats. Integrate them directly into your CRM and provide your agents with the precise context for each interaction.
Action detection
Free your agents from post-call tasks with AI
Intelligent detection of actions— no more manually reviewing interactions to check what’s been done or missed!
Diabolocom’s AI detects actions taken by the agent or customer in real time and flags what still needs to be completed. From reminders and emails to CRM updates, everything is automatically logged and ready for use in your post-call scenario.
Categorization
Gain deeper insights into your customers' preferences
Automatically categorize your calls by reason, urgency or department, and leverage this data to track trends at both the individual interaction level and across your entire service. Anticipate customer needs by identifying expectations and friction points.
Satisfaction analysis
Reduce dissatisfaction and build customer loyalty
Identify early warning signs at the end of the interaction, refine your scoring beyond NPS and identify high-risk calls. Adapt your post-call actions to reinforce engagement and reduce churn.
Call Summary
Automatically generate summaries in various customizable formats.
Action Detection
Intelligently identify actions—no need to review every interaction to see what was done or missed.
Categorization
Automatically sort your calls by reason, urgency, or department.
Satisfaction Analysis
Detect subtle signals in real time, refine your scoring beyond NPS, and identify at-risk calls.
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"The Diabolocom solution has enhanced our customer experience and increased staff productivity by reducing the need for manual voicemail handling. This has been a great step forward for Culligan France."
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!
FAQ
What types of interactions can be analyzed with Voice Analytics?
Voice Analytics can analyze both inbound and outbound calls, as long as the recording is available and in stereo format.
How does Voice Analytics detect call reasons?
Thanks to AI, each call is automatically categorized according to its content and the interaction flow between the agent and the customer.
How accurate is the call transcription?
Our models achieve high accuracy and adapt to the nuances of customer language through continuous optimization and training on specialized datasets. Additionally, our Diabolocom Research laboratory has created a database that better reflects real-world conditions, contributing to open-source advancements in our industry.
Can analysis categories be customized?
Yes, Voice Analytics allows you to configure specific categories tailored to your industry and operational needs.
How does Voice Analytics help reduce churn?
By detecting weak signals and at-risk calls, the solution enables proactive measures to be taken to build customer loyalty.
Can I integrate Voice Analytics with my CRM?
Yes, results such as transcriptions, summaries, and categorizations can be sent directly to your CRM and other business tools.
What summary formats are available?
Summaries can be generated in multiple formats: synthetic, detailed, or action-oriented.
Does Voice Analytics work in real time or only on recorded calls?
Analysis is applied as soon as call recordings are available.
Are transcriptions multilingual?
Yes, Voice Analytics supports multiple languages and can automatically transcribe conversations in multiple languages.
Does Voice Analytics require team training to use?
No, the tool is designed to be user-friendly and integrates seamlessly into your workflow. APIs are also available for more advanced technical customization.
How does Voice Analytics impact operational costs?
By automating tasks such as categorization or call summary, Voice Analytics reduces agent workload and optimizes interaction management.
Can Voice Analytics be used for quality monitoring?
Yes, it can be used to assess the quality of interactions in terms of customer satisfaction. However, for more in-depth analysis, we recommend our Quality Monitoring.
What are some practical use cases for Voice Analytics?
A few examples include detecting reasons for dissatisfaction, improving call scripts, monitoring compliance, and anticipating customer trends.
What's the difference between summarization and action detection?
Summarization is based on a semantic analysis that interprets the overall content of the exchange, while action detection identifies completed tasks and pending follow-ups.
What data is used for satisfaction analysis?
Transcriptions, vocabulary, and specific phrasing related to customer satisfaction.
How does Voice Analytics optimize the customer experience?
By providing agents with a clear call history and automating some post-call actions, it reduces handling time and improves responsiveness.
What are the technical prerequisites for integrating Voice Analytics?
A connection to our API or activation within Diabolocom’s CCaaS solution is all you need,—no additional infrastructure required, as long as call recordings are set to stereo.
Is data secure and compliant with regulations?
Yes, all analyses comply with GDPR and other local data regulations.
What sets Diabolocom apart from other solutions on the market?
Our AI models are specifically designed for customer relations, offering optimal performance and seamless integration within your existing ecosystem.