Capstone GenAI Call Center Analytics

Traditional human-driven call analytics are costly, time-consuming, and limited in scope. Human analysts, even with offshore rates, are expensive and can only process a limited number of calls due to volume and time constraints. Typically, these analysts listen to calls at accelerated speeds, create limited summaries, and flag key issues, but this process is far from efficient. Due to cost constraints, many companies only audit a small fraction of their total call volume leaving the bulk of the calls without proper scoring, and quality assurance.

To address these challenges, Capstone Integrated Solutions developed an automated solution that provides comprehensive, real-time analytics at a fraction of the cost while providing highly valuable insights like sentiment analysis and customized scorecards.

This integrated approach not only reduces costs but also significantly improves the coverage and speed of call analysis. By automating this process, Capstone Integrated Solutions enables its clients to analyze 100 percent of their calls and provides immediate and actionable insights. Additional features include live web chat, SMS text analysis, on call AI assist features, and fully AI driven interactions.