Athena Inspector
Comprehensive AI assistant helps improve call center quality
100% of calls are rated quality
Categorize calls to note
Quickly capture feedback, complaints from customers
Improve the professional quality of employees
The quality control of call center is time-consuming and inefficient
Manual control calls only make up 3% of all calls
The employee did not follow the procedure during the call
Slow implementation of controls on a non-digitized platform
Athena Inspector's core technology
Sentiment and emotion analytics
Voice Diarisation
Speech To Text
NLP
Athena Inspector main functions
Uncovering key insights: categorize calls by topic, explore hot topics, define insight by customer group
Improving your customer support: score calls according to criteria, categorize calls by label, scoring details, create your own set of scoring criteria, emotional nuances of customers, employee emotional nuances
Empowering your agent: insights by individual agent, quick support and connect business automation (RPA)
How Athena Inspector works?
Athena allows you to configure criteria to analyze and score the quality of calls accurately
Configure
QA configures evaluation
• Criteria
• Form
• Classification label
• Evaluation modeHandle
AI handles call content separation
• Speech to Text
• Voice Diarisation
• Noise CleaningAnalytic
AI automatically analyzes according to the configuration of QA
• Sentiment
• Emotion
• Keyword
• NLP context
• Highlight bad caseScoring
AI supports semi-automatic grading QC:
• AI automatically scores
• QC listens back to the call and corrects the results AI
• Evaluation result update systemReport
Reporting and monitoring charts
• Label, score, criteria chart
• Quality monitoring of agent, groups
• Evaluation performance statistics
Specialized process for Call Center
STT by Environment
Absolutely quiet room: ~95%
Normal room, office: ~90%
Sugar at break-off: ~80%
Speech to text by Use case
Dictation: up to 95%
Customer care via call center: ~90%
Supervising sales staff outside the shop: ~80%
STT by Region
North: 92.21%
South: 89.6%
Central: 87.5%
STT by keyword
Number (Phone number, ID card,...): 93%
Proper nouns (names of people,...): 91%
Date (birth date, contract expiration...): 90%
Scoring according to the form
Accuracy of automatic scoring AI by form: >90%
Sentiment & emotion
Accuracy of AI when automatically evaluating Sentiment & Emotion of customers and agents: >80%
Athena Inspector helps control Call center quality
Automation
100% of calls are rated quality
Enhance quality
AI can accurately assesses problem calls
Crisis control
Problem calls are reported immediately for handling
Understanding customers
Capture customer insights to improve service quality