Xdroid International has today (October 3 2018) announced the addition of powerful text analytics functionality to True Emotion, its artificial intelligence (AI) driven automated speech and true emotion analytics contact centre solution.
The European software developer confirmed the enhancement at London’s IPExpo where it is exhibiting with UK partner, Pennine (stand E7).
The new functionality enables sophisticated analysis of emails, chats, social media interactions, reviews, surveys and Net Promoter Scores (NPS). With near human-level precision it automatically recognises the positive and negative meanings of phrases and summarises key topics and hidden patterns.
In doing so it provides contact centres with a 360-degree view of customer interactions. This can help reduce compliance issues whilst enhancing customer engagement, customer retention, service standards and productivity.
The new functionality, together with True Emotion’s existing voice analysis capabilities, will be showcased through live demonstrations on Pennine’s stand at IPExpo.
Welcoming the addition of text analytics to True Emotion, Pennine’s group sales director, Steve Watts, said: “This is a game-changer. Xdroid has further enhanced what was already a highly sophisticated automated speech and emotion analytics solution. The introduction of text analytics will enable contact centres to secure a highly accurate and holistic view of customer interactions across the varied channels through which they now choose to engage”.
Gerry de Graaf, Managing Director of Xdroid International said: “This is a highly significant development for our customers and prospects. Contact Centers are increasingly engaging with customers through multiple channels and it is vital to secure the best view – a holistic view – of them.
“With the addition of text analytics our clients can now benefit from full omni-channel analytical capabilities. The text analytics functionality is fully integrated with our VoiceAnalytics solution and customers have the opportunity to assign either text or voice analytics or a combination to an agent.”
Attila Bódogh, Chief Technical Officer of Xdroid added: “This textual analysis functionality supplements our well-proven speech-to-text analytical capabilities and real time alerts and analysis. This delivers another powerful dimension to emotion analytics. By combining detection through both speech markers and text analytics, users of True Emotion will benefit from even higher accuracy.”