Supervisor AI

Discover the Benefits of Our Contact Center Analytics Platform

Syntphony Supervisor AI is a powerful analytics platform designed for Contact Centers.

Using generative AI and metadata from customer interactions, it provides insightful KPIs. Our platform deeply analyzes voice and text conversations, extracting valuable insights, identifying improvement opportunities, and enhancing customer service excellence.

Our solution helps companies better understand and serve their customers, creating opportunities to improve all areas of the business, from Contact Center services to business decisions, customer experience, marketing, and sales.

Feature Overview

• Enhance Customer Experience: Deliver relevant insights to service teams, Supervisors, and Executives.

• Reduce Costs: Optimize information channel strategies to lower Contact Center expenses.

• Scalable and Customizable: Offers robust KPIs with the flexibility to create custom KPIs tailored to your business needs.

• Continuous Improvement: Utilize generative AI analytics to constantly refine and enhance user experiences.

• Operational Efficiency: Lower operational costs and increase customer satisfaction by minimizing escalations and wait times.

Meet our KPIs

The Key Performance Indicators (KPIs) of Syntphony Supervisor AI are distributed across three comprehensive views to provide a holistic understanding of system performance and user interactions.

1. Customer Service Overview

This view offers a high-level summary of the data ingested into the system, presenting critical metrics and trends that give a snapshot of overall performance. It includes statistics that enable Supervisors to quickly assess the health and efficiency of the Contact Center operations.

Recorded Count

Definition: This KPI tracks the total number of audio recordings that have been successfully uploaded to the system. Purpose: To measure the volume of audio data being collected and uploaded for analysis.

Audited Count

Definition: This KPI reflects the total number of audio recordings that have been audited and deemed valid for data extraction. Purpose: To ensure the quality and usability of the recorded audio data.

Discarded Count

Definition: This KPI shows the total number of audio recordings that have been discarded. Audios are discarded if they exceed a customizable length of service time, which varies by project. Purpose: To monitor and control the quality and relevance of the audio data being analyzed.

Audited Count (monthly)

Definition: This KPI indicates the number of audio recordings audited each month. Purpose: To track the monthly trends in the volume of audited audio data.

Audited X Discarded Count (daily)

Definition: This KPI compares the total number of audited and discarded audio recordings on a daily basis. Purpose: To provide a daily snapshot of the efficiency and effectiveness of the auditing process.

Customer Services

Definition: This KPI measures the total number of customer service interactions, whether via audio or text. Purpose: To gauge the overall volume of customer interactions handled by the service.

Callbacks

Definition: This KPI tracks the total number of callbacks, defined as a customer returning within 72 hours using the same phone number. Purpose: To measure repeat customer interactions within a timeframe.

Unique Callers

Definition: This KPI counts the number of unique customers who have interacted with the service, identified by their phone numbers. Purpose: To understand the reach and diversity of the customer base.

IVR Total Time

Definition: This KPI measures the total duration that customers spend interacting with the IVR system. Purpose: To evaluate the efficiency and customer experience of the IVR system.

Typologies

Definition: This KPI categorizes the reasons for customer contact, as identified by Generative AI from the entire service interaction (audio or text). It includes data on total customer services, callbacks, unique callers, and average final grades distributed by typology. Purpose: To analyze the different reasons customers contact the service and their associated metrics.

Top 10 Typologies

Definition: This KPI lists the ten most frequently occurring reasons for customer contact. Purpose: To identify the most common customer issues or inquiries.

Customer Services per Typology

Definition: This KPI measures the number of customer service interactions, categorized by typology. Purpose: To distribute customer service data according to the reason for contact.

Summary of the Service

Definition: This KPI provides a comprehensive summary of each customer service interaction as interpreted by Generative AI. It includes service code, service name, start time, executive name, service summary, executed script, final grade, grades by step, customer entry sentiment, exit sentiment, and service status. Purpose: To offer a detailed overview of each service interaction for performance evaluation and quality control.

2. Agent Attention

This detailed view focuses on evaluating the attentiveness and engagement of agents during customer interactions. By providing insights into agent performance, this analysis helps identify training needs and opportunities for improving customer service quality.

AHT

Definition: Average Handling Time (AHT) is the average time taken to handle a service interaction from start to finish. This includes talk time, hold time, and any after-call work. Purpose: AHT helps in assessing the efficiency of service handling. Lower AHT indicates quicker resolution of customer issues, leading to higher productivity and potentially better customer satisfaction.

Avarage Grade

Definition: The Average Grade is the mean evaluation score of all services provided. Each service interaction is scored based on various stages of the script executed during the service. Purpose: This metric gauges the overall quality and effectiveness of service interactions. It helps in identifying areas of improvement and training needs to enhance service quality.

Resolution

Definition: Resolution is a metric that compares the total number of services where the customer's demand was resolved versus not resolved. A resolved case is identified when no further action, such as opening a case or request, is needed following the service. Purpose: This KPI measures the effectiveness of the service in resolving customer issues on the first interaction, aiming to reduce repeat contacts and improve customer satisfaction.

Top 10 Reasons of No Resolution

Definition: This KPI identifies the most common reasons for unresolved service demands, interpreted through Generative AI analysis of service interactions. Purpose: Understanding the top reasons for non-resolution helps in addressing the root causes, improving training, and modifying processes to increase resolution rates.

Transfers

Definition: Transfers refer to the number of calls that were transferred one or more times to different agents or departments. Purpose: This metric helps in understanding the complexity and efficiency of call handling processes. Minimizing transfers can lead to quicker resolutions and improved customer experience.

Top 10 Reasons of Transfers

Definition: This metric identifies the primary reasons for call transfers, analyzed by Generative AI. Purpose: By pinpointing why transfers occur, organizations can streamline processes, provide additional training, or adjust routing protocols to reduce unnecessary transfers.

Customer Services per Executive

Definition: This KPI tracks the total number of services provided by each executive. Purpose: It helps in workload distribution analysis, identifying high performers, and ensuring balanced workloads among executives.

Supervisor

Definition: This KPI includes details about each Supervisor, including their name, number of executives they supervise, country of service, total number of services provided by their team, number of callbacks, and average final evaluation scores. Purpose: It provides a comprehensive overview of supervisory performance and effectiveness, helping in managerial assessments and resource allocation.

Executive

Definition: This KPI covers details about each Executive, including their name, total services provided, number of callbacks, average final evaluation scores, and average scores for each script step. Purpose: It offers a detailed performance analysis of individual executives, aiding in performance reviews, training needs assessment, and recognition of top performers.

Country

Definition: This KPI includes data for each country, such as the number of executives and supervisors, total services provided, number of callbacks, and average final evaluation scores. Purpose: It helps in comparing performance across different regions, understanding geographical trends, and making strategic decisions for resource allocation and process improvements.

Grade by Script Step

Definition: This is the average evaluation score of each stage of the script executed during a service interaction. Purpose: It provides detailed insights into which parts of the service script are performing well and which need improvement, helping to refine and optimize service protocols.

3. Customer Behavior

This powerful view dives deep into customer interactions and behaviors, offering valuable insights into customer satisfaction, preferences, and pain points. It tracks and analyzes patterns in customer queries, feedback, and sentiments, enabling the identification of trends and the development of targeted strategies to enhance customer experience.

Satisfaction / Dissatisfaction

Definition: This KPI measures the effectiveness of service resolutions by comparing the total number of services where customers have expressed satisfaction against those where they have expressed dissatisfaction. Purpose: To gauge overall customer happiness and identify areas needing improvement. A higher satisfaction rate indicates successful service resolutions, while a higher dissatisfaction rate signals issues that require attention.

Top 10 Reasons of Satisfaction

Definition: Utilizing Generative AI, this KPI identifies the ten most common reasons customers are satisfied with the services provided. Purpose: To understand the key drivers of customer satisfaction. Insights gained can help reinforce successful practices and enhance service quality.

Top 10 Reasons of Dissatisfaction

Definition: This KPI, powered by Generative AI, identifies the ten most common reasons for customer dissatisfaction. Purpose: To pinpoint and address the root causes of dissatisfaction. By understanding these reasons, the organization can implement targeted improvements to enhance the customer experience.

Entry Sentiment

Definition: This KPI uses Generative AI to categorize customer sentiment at the beginning of their interaction with the service as positive, negative, or neutral. Purpose: To gauge initial customer expectations and mood. Understanding entry sentiment helps tailor service approaches to improve overall satisfaction.

Exit Sentiment

Definition: This KPI categorizes customer sentiment at the end of their interaction with the service into positive, negative, or neutral, using Generative AI. Purpose: To assess the immediate impact of the service provided. Exit sentiment is crucial for evaluating the effectiveness of the service and overall customer satisfaction.

Customer Status

Definition: This KPI uses Generative AI to classify customers into three categories based on their sentiment at entry and exit: Promoter, Detractor, and Passive. - Promoter: Customers who show an improvement or consistently positive sentiment. - Detractor: Customers who show a decline or consistently negative sentiment. - Passive: Customers whose sentiment remains neutral or shows slight changes. Purpose: To segment customers for targeted follow-ups and tailored engagement strategies. Understanding customer status helps in prioritizing actions to convert Detractors into Passives or Promoters and maintaining Promoter loyalty.

Entry and Exit Sentiment

Definition: This KPI provides detailed insights into customer status, including the number of services, callbacks, unique users, and average final evaluation. Purpose: To offer a comprehensive view of customer interactions and their outcomes. This data helps in identifying patterns and trends in customer behavior, facilitating strategic decisions to enhance service quality.

Predominant Sentiment and Status per Typology

Definition: This KPI identifies the most common entry, exit sentiments, and customer statuses within different service typologies. Purpose: To understand sentiment trends across various service types. By analyzing predominant sentiments and statuses, the organization can tailor service improvements to specific areas, ensuring a more personalized customer experience.