Call Analytics

Technologies Used:
OpenAI transcription models | including Whisper | to ensure accurate transcripts and reliable evaluations.

Project Overview:
Call Analytics is an AI-driven system that processes recorded agent call audio to generate transcripts and evaluate call quality. Once the transcript is generated, it is analyzed using AI models that assess the conversation based on predefined prompts. The system extracts valuable insights such as Call Summaries, Key Call Drivers, Action Items, and Sentiment Analysis results. These insights are stored in a database and visualized through an interactive dashboard with charts to help organizations monitor and improve their call performance.

Features :

  • Automatically processes and analyzes recorded agent calls to track performance.
  • Generates real-time reports and visual dashboards for live updates.
  • Provides detailed insights such as call summaries, performance ratings, key call drivers, and sentiment analysis for both agents and customers.