Interact Case Study | Deeper Insights

Historically, the call centre sector has grappled with optimizing operations and delivering outstanding customer service. As an industry leader, Interact sought to overcome these challenges. Conventional approaches to monitoring and enhancing call centre performance have been inadequate in resolving these concerns.

A partnership between Interact and Deeper Insights has led to the development of an innovative AI-powered solution that transforms call centre operations. This cutting-edge system employs natural language processing (NLP) including the latest Large Language Model (LLM) technology and computer vision to deliver real-time feedback and post-call analysis for call centre agents.

The solution monitors essential metrics, including talking speed, cross-talk, monologuing, extended silence, energy level, speaking/listening ratio, and script adherence. Additionally, a post-call scorecard assesses agents’ utilization of filler words, loudness variation, confidence, and script adherence.

The AI-powered call centre solution developed for Interact enables call centres to elevate agent performance and enhance customer experiences. By providing real-time metrics and post-call analysis, agents are equipped with the tools they need to improve their performance, leading to better customer experiences and satisfaction.

“Deeper Insights has consistently delivered outstanding guidance and developed pioneering solutions, enabling us to transform our call centre for the future.”

Jack Sands, Interact, CEO