VersaIQ
VersaIQ – Contact Center Analytics
Uncover the Universe of Customer Conversations with Gen AI-Powered Insights
VersaIQ, a name that blends “universe” and “conversation,” captures the vast potential hidden within your customer interactions. Our AI solution empowers you to become a visionary in the world of data, transforming fleeting calls into actionable insights.
Go beyond the surface of customer support
VersaIQ dives deeper than simple call recording. We analyze the sentiment and content of each call, revealing the hidden universe of your customers’ emotions and concerns. This newfound vision empowers you to deliver a more empathetic and effective customer experience.
Unleash the power of GenAI-driven efficiency
VersaIQ automates call transcription and analysis, freeing your team to focus on what matters most—resolving customer issues and exceeding expectations. No more wasting time on tedious administrative tasks.
Enhanced First Call Resolution (FCR) Rates: Achieve FCR improvements of upto 25% by leveraging past call insights
Increased Agent Efficiency Improve agent productivity by Upto 30% with actionable insights from analyzed calls
Boosted Customer Satisfaction (CSAT) Scores Increase CSAT scores by Upto 30% through deeper customer understanding
Reduced Average Handle Time Decrease call handling time by Upto 20% through insights derived from recordings
Limited Insight into Customer Interactions
VersaIQ analyzes sentiment and call content to uncover customer emotions and concerns.
Inefficient Manual Processes
Automates transcription and analysis to save time and reduce errors.
Lack of Data-Driven Decision-Making
Delivers actionable insights to optimize agent performance and improve service quality.
Why VersaIQ ?
Boosts Customer Satisfaction
Enhances support quality, directly improving customer satisfaction.
Improves Agent Communication
Provides detailed analysis of past conversations to help refine agent communication skills.
Advanced Analytics
Utilizes state-of-the-art technologies to improve interaction quality and understand customer emotions.
Comprehensive Analysis
Employs tools like Snowflake Cortex for in-depth sentiment analysis and feedback extraction.
Our Approach
Solution Architecture
User Case Flow
The contact center systems meticulously record and catalog every customer support call, including audio files.
The contact center system will automatically upload call audio recordings to an S3 Bucket, configured as an External Stage in Snowflake.
A Snowflake task set up by the solution will periodically trigger a Snowpark Container Service Job.
The job will first identify unprocessed audio files in the external stage, and then use the locally stored OpenAI Whisper model within the container to convert the audio to text.
In the second step, the job will produce diarized audio transcripts using the locally sotred OpenAI Whisper and Pyannote.audio models.
Next, the job will process the audio transcript using Snowflake Cortex LLM fuctionis - COMPLETE - to extract the information outlined in the objectives.
Subsequently, the job will store the extracted information from each processed audio file in Snowflake Tables and update the status of each fil as ‘processed’ in the metadata tables.
A Streamlit app, deployed within Snowflake, will offer an intuitive dashboard and reporting interface to analyze all audio calls processed by the system.
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Unlock the Hidden Universe of Customer Insights
Let our experts show you how to leverage AI to analyze sentiment and improve customer satisfaction.