Broadvoice | GoContact has introduced Post-Call AI, an advanced feature designed to enhance service quality and customer satisfaction by analysing every interaction. Integrated into the GoContact CCaaS platform, the tool uses AI-driven sentiment analysis, automated summaries, and data-rich transcripts to streamline operations and improve decision-making.
Tatiana Lopes, vice president of product at Broadvoice, said: “In today’s fast-paced world, understanding what happens during every call is key to improving service quality and customer experience. With strategic insights into each conversation, our Post-Call AI ensures every call adds value.”
Post-Call AI aims to reduce manual workloads for quality assurance teams, auditors, and managers. Instead of sifting through hours of recorded calls, businesses can quickly assess interactions, identify service gaps, and improve customer satisfaction. The tool supports multiple languages and centralises insights, allowing organisations to spot trends and refine their strategies without toggling between systems.
Beyond operational efficiency, Post-Call AI plays a crucial role in agent training and development. With real-time performance assessments, businesses can create fair, consistent evaluations that guide professional growth. This not only improves agent effectiveness but also contributes to a more seamless and proactive customer experience.