Recordia® Technology

Sentiment Analysis

Boost your CX and build loyalty. Deeply understand how customers are feeling and turn negatives into positives in real time.

Recordia® Sentiment Analysis technology allows you to analyze your customers’ behavior and learn about them. Thanks to machine learning and NLP (Natural Language Processing) you can obtain emotional insights from your customers whether good, neutral or bad. Go beyond surveys, know how they are feeling about your company and processes, identify hidden bottle necks, reward the best agents’ performance and improve the not-so-good ones.

Recordia® in action

How Recordia® knows the way your customers are feeling about you.

Created through neural networks, Recordia® Sentiment Analysis technology makes it possible to identify the feelings of the different interventions of a call and their level of satisfaction. Achieving large-scale data processing of millions of conversations, resulting in statistics and analysis of situations in real-time to make quick decisions to mitigate unfavorable situations.

  • =Agents’ performance ranking based on the satisfaction of their customers.
  • =Transcription and Sentiment Analysis of each intervention of a call.
  • =Overall daily and monthly customer satisfaction rates.
  • =Topics and categories that elicit the most positive and negative feelings.
  • =Silences and overlaps.

Build the best experience and journey, make them want to stay

Go further, discover how and why your customers behave the way they do. Recordia® helps you to smooth the processes, motivate your agents and increase the overall satisfaction levels between your customers and reduce churn.

Workforce engagement

Monitor the call centers agents’ performance, set useful new KPI’s, reward the best and identify those who need support and coaching. Build the best training for your team based on real situations an agent can face and engage and retain your team.

Customer experience

Find what worries and upsets your customers in every moment and what makes them complain or leave. Do not settle, design the best customer experience day by day, retain and build loyalty with your customers.

Quality assurance

Discover inefficiencies, vulnerabilities, what your customers are missing even if there is no explicit feedback or survey to reduce operational costs. Ensure the highest quality standards among your workforce and policies.

Sales management

Cross-check data, see when sales fluctuate, check satisfaction rates during these dates, find out what is happening and how you can reverse a fall in sales or keep maintaining and improving in the boom times.

Audit

Set the minimum levels of service standards you are willing to accept and see the variation over the year and detect peaks or valleys in customer satisfaction and relate it to different events in the company’s roadmap.

Product launch monitoring

Combine your own KPI’s and the insights extracted through Speech Analytics and Sentiment Analysis to reveal the results of your launching strategy to be able to perfect it for your next releases.

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Security & Compliance

Intelligent Compliance

Recordia® meets all security requirements and has the necessary functionalities and certifications to fully comply with international regulations on data processing in different sectors and countries, such as GDPR, MiFID II, Dodd-Frank Act, CCPA or PCI DSS. Recordia®, with its AI technologies, provides fraud detection tools and security risks mitigation.

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Security

Recordia® provides a high level of security by encrypting objects using HSM encryption methods with rotation policies which ensure that privacy is the best in the industry. Objects are encrypted with AES256 algorithms, and connections are established with secure protocols such as IPSEC and HTTPS or with VPN and SDN.

FAQ’s

Is Sentiment Analysis supported in other languages?

Yes, Sentiment Analysis can be applied to records in more than 20 languages.

How will this technology improve my customers experience?

Sentiment Analysis allows you to monitor the customer satisfaction rates and the agents’ performance by correlating the feelings of the customers they assisted and their performance, showing you which agents need more coaching and who are the best. Furthermore, Sentiment Analysis allows you to also correlate the satisfaction rate to each product or process, allowing you to identify and address areas of improvement.

How does Sentiment Analysis identify the customer feelings?

This feature that is created through neural networks, is trained to identify the feelings of the different interventions of a call and their level of satisfaction thanks to machine learning and AI technology.

Having my own call recorder, can I add the Speech and Sentiment Analysis module?

Yes, through the Recordia® features for transcription and analysis. In addition, it can be integrated through the API in your call recording software.

Discover the power of Recordia® and unlock your full potential!

Our team of seasoned experts will guide you towards the best approach to overcome any obstacle with ease. Contact us now and experience the ultimate solution to all your needs!

Use Case

Find out more about our Quality Management in the Contact Center use case.

Use Cases

Learn more about Recordia® and its different use cases.