Sense

Sense is an AI-driven customer service optimization platform designed for sales, customer support, and call centre environments. It features automated call transcription, AI-powered call analysis, and delivers real-time actionable insights to boost service quality, improve customer satisfaction, and elevate team performance.

Sense’s robust capabilities streamline call management workflows, enabling businesses to enhance efficiency, reduce manual effort, and make data-driven decisions. With custom QA metrics and dynamic agent assistance, Sense empowers organizations to consistently deliver superior customer service experiences.

Features of sense

Enhance your business efficiency by using Sense’s AI-powered Quality Assurance (QA) to evaluate 100% of customer calls, rather than just a small fraction. With comprehensive analysis, it ensures consistent call quality and deeper insights. Simultaneously, it empowers agents through real-time AI assistance, drawing from a vast pool of global knowledge as well as your company’s specific documents and research. This combination streamlines customer service, boosts productivity, and elevates the overall customer experience, all while saving time and resources.

AI Metrics

Sense ensures AI-powered call analytics and real-time call insights for 100% of customer interactions, unlike traditional systems that review a small fraction.

01

Latest Calls

Use advanced filters in Sense Assist to explore all calls handled by a specific agent or department, whether inbound or outbound. You can quickly access individual call details, assess agent performance, and identify areas for improvement, allowing for focused feedback and skill development. This feature provides a detailed look into team or agent performance, helping to maintain high-quality service standards across the board.

02

Custom AI models tailored to your business

Unlike many other platforms, Sense allows your company to fully customize the QA scoring process based on your specific requirements. Every metric used to evaluate a call is managed by you, with optional support from the SystemsX team. You have complete control to create, edit, update, or delete metrics at any time, ensuring future calls are always assessed according to your evolving standards. This flexibility empowers businesses to maintain consistency in performance evaluation while adapting to changing needs.

03

AI Metrics Advice

At times, it can be challenging to create effective metrics for evaluating agent performance. With Sense, your QA team is supported by a bespoke AI-to-AI advisory system, offering personalized recommendations to enhance your scoring metrics. This system guides you through a simple question-asking process to help improve the way agents are evaluated, ensuring that your metrics are always aligned with the best practices and tailored to your specific needs.

04

Dynamic Alerts

No one wants to spend hours manually reviewing calls for actions that need to be taken. The Sense alert system simplifies this by allowing you to set custom conditions that trigger automated actions. For example, if an agent’s last three calls fall below a specific score, you can be instantly notified via Teams, Email, Discord, and more. This proactive approach ensures that performance issues are flagged in real time, helping you take immediate corrective action without constant monitoring.

QA Reporting

Data at your fingertips!

01

Quick Agent Scoring

Sense reporting provides instant visibility into each agent’s performance scores. You can quickly review individual agents’ recent calls and identify areas for improvement, helping you deliver targeted feedback. This allows for faster support and more efficient coaching, ultimately boosting agent performance and increasing client conversions. The streamlined reporting system saves time, giving you the insights needed to enhance your team’s effectiveness in just minutes.

02

Scores over time

Sense provides comprehensive performance tracking over time, allowing you to view each agent’s average, highest, and lowest scores within a given period. If you need to take action, the interactive chart lets you drill down into specific interactions, helping you identify detailed performance insights and improvement areas. This feature enables more focused coaching and performance optimization, ensuring your team consistently meets quality standards.

03

Metrics over time

Sense also offers detailed breakdowns for each metric agents are scored on, just like overall scores. This enables you to pinpoint exactly where agents can improve in specific areas, eliminating guesswork or the need for complex manual tracking. By drilling down into the performance of individual metrics, you gain actionable insights that help guide targeted coaching and optimize agent performance more efficiently.

04

Keywords and Highlights

Unlike other providers, Sense goes beyond identifying basic “buzz words.” It allows you to create custom categories, empowering the AI to highlight specific keywords from conversations, whether it’s about budgets, questions, or complaints. These tailored categories offer valuable insights into trending topics, helping inform your next training phases or even marketing strategies. This level of customization ensures that your AI-driven analysis is relevant and aligned with your business needs, delivering deeper, actionable data.

05

Filler Words & Talk Time

During calls, it’s crucial to minimize filler words and silence, while maintaining a balanced conversation between the agent and client. Sense reporting tracks both agent and client talk times, as well as the amount of silence during the call. It also identifies how often filler words are used and highlights what those words were. This analysis helps agents refine their communication skills, ensuring more engaging and efficient conversations.

06

Heatmaps

Understanding correlation is crucial for evaluating an agent’s performance across various factors. For instance, agents may struggle to convert calls into sales when handling high call volumes due to time constraints and pressure. Sense’s heatmaps provide a quick visual overview, displaying total calls, call durations, and overall ratings, helping you identify these potential correlations. This allows you to easily spot patterns that could be impacting performance, enabling better-informed decisions for improving agent effectiveness.

Sense Assist

Empower Agents through real-time AI assistance

01

Assistance your way

Sense offers an AI-driven, personalized dashboard for agents to manage client requirements, concerns, and communications seamlessly. Agents can leverage AI to refine options, recommend products or services, and engage through multiple channels like email, SMS, and WhatsApp. With Sense, all AI models are completely private and isolated, ensuring that no data is shared or used across clients, safeguarding your business’s information while keeping interactions secure and confidential. This SEO-optimized platform prioritizes data privacy while enhancing agent productivity and customer engagement.

02

Sense Ask

Ask dynamic, on-the-fly questions powered by AI’s vast knowledge of the world, seamlessly integrated with your company’s specific data, such as documents, websites, and training guides. While AI can occasionally provide incorrect responses, our RAG (Retrieval-Augmented Generation) system ensures continuous learning and feedback loops, delivering consistently accurate and up-to-date answers. This approach empowers agents of all experience levels with reliable, AI-driven insights, enhancing decision-making and customer service interactions.

03

Communication

Sense Assist streamlines communication by integrating multiple channels—email, SMS, meetings, and WhatsApp—directly within the client’s interface, eliminating the need for multiple apps. Agents can send personalized messages, utilize company-specific templates, or request AI assistance for tasks like follow-up emails. This all-in-one solution enhances efficiency, enabling agents to handle communications quickly and effectively, all from one central platform.

04

Recent Calls

Within 30 seconds of ending a call, Sense Assist generates a comprehensive summary, including next steps and tasks, allowing agents to quickly move forward without the need for lengthy note-taking or recalling details. This automated process enhances productivity by providing all the critical information from the call, ensuring that agents can immediately focus on delivering top-notch support without losing time on manual documentation.

03

Positive Feedback

Sense Assist’s primary goal is to offer agents valuable insights into call performance, delivering feedback on what went well and areas for improvement. This feedback helps agents, regardless of experience level, to adapt their approach for each client, adding a personal touch while aligning with the company’s score sheet and QA standards. By fostering continuous learning, Sense Assist empowers agents to refine their skills and consistently deliver high-quality customer interactions.

05

Recent Communications

With Sense Assist, you can quickly view recent communications across multiple channels, including SMS, WhatsApp, and email, directly from a single area. This enables agents to get an instant overview of a client’s current status. If more detail is needed, agents can dive into the full conversation history for each communication service, making it easier to stay up-to-date and respond effectively to client needs.

Call Reviews

Review & Feedback to Agents on the spot

01

Scoring

Sense generates a final score for each call based on your company’s customized metrics. It’s essential to understand why each metric was rated a certain way, including insights into what went well, what didn’t, and suggestions for improvement. This detailed feedback helps the QA and training teams create targeted action plans for future coaching, leading to improved agent skills and more productive conversations. By providing actionable results, Sense supports continuous learning and development, fostering higher-quality interactions and better performance outcomes.

02

Call Summary

After each call, Sense removes the slow manual process of taking notes by automatically generating a detailed summary. This breakdown includes key details, timelines, important points, next steps, and questions. By handling these tasks, Sense allows agents to focus on more critical aspects of their job, such as client engagement and productivity, rather than spending time on post-call documentation. This AI-powered efficiency boosts both performance and agent satisfaction.

03

Actions & Tasks

After each call, agents often have tasks such as sending follow-up emails or contacting suppliers. Sense automatically generates a detailed list of actions required for each call, assigning priorities and due dates to ensure tasks are managed efficiently. Each action includes relevant details, allowing agents to stay organized and focused on high-priority tasks, improving both workflow and response times without the need for manual task tracking.

FAQ's

Frequently Asked Questions

Sense offers fully customizable AI models, real-time call scoring, and the ability to evaluate 100% of calls. It adapts to your company’s specific needs, unlike traditional platforms, allowing for personalized feedback, tailored metrics, and dynamic agent assistance.

Sense provides real-time feedback during and after calls, helping agents understand what went well and where improvements are needed. The detailed analysis empowers agents with actionable insights, ensuring they can adapt and enhance their skills on the spot.

Absolutely! Sense allows you to create, edit, or update call scoring metrics based on your company’s needs. This flexibility ensures that the QA process is always aligned with your goals and evolving business requirements.

Sense’s AI models are fully private and isolated for each client. Your data is never shared or used to train models across different clients, ensuring complete data security. All communications and call data remain confidential and protected from third-party access, keeping your business information safe.

Within 30 seconds of ending a call, Sense generates a comprehensive summary including key details, next steps, and action items. This allows agents to move forward immediately without spending time on manual note-taking or call reviews.

SystemsX believes in open access to your data and offers a free API to ensure you can easily integrate and manage your information. You can explore the API details at https://docs.systemsx.co.uk/. For companies that handle large volumes of data, SystemsX is happy to provide daily scheduled data exports to your API, reducing the load on both systems while ensuring efficient data management. Feel free to reach out to our team for more details.
Sense

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