New York, NY, May 17, 2018 –(PR.com)– Sundown AI announces the expansion of their award winning Analytics AI. A solution that incorporates machine learning algorithms trained on specific use cases to analyze and take action on language used in chats/emails/calls.
The Analytics AI algorithms use different models to analyze the context of conversations and provides a set of actions that can be customized if an analytic threshold is flagged. The models are broken down as follows:
Overall Quality: Cumulative score based on analytics categories to rate overall quality of conversations. Can use for quick overview of agent performance across all channels.
Sentiment: Predictive deep learning model that measures the “Happiness” of an interaction. This pre-trained DL algorithm that can be trained jointly with client data for increased accuracy.
Resolution: Measure degree to which an agent answers client questions. Several metrics are considered, including relevance as well as completion of request.
Brand messaging: Predictive model that measures if agents represent the brand with the right message. Able to alert to non company approved diction, syntax, content and grammar.
Fraud Detection: Algorithm that classifies messages into safe, suspicious or fraudulent. Able to take actions based on result to transfer suspicious calls or terminate fraudulent calls. All customizable.
Level of Liability: Trained model to notify when an agent’s message has high likelihood of liability due to profanity, taboo subjects, or inappropriate topics. Prevents employees from getting in trouble.
Interesting Conversations: Surfaces interesting conversations by determining what is “interesting.” It is a pretrained model that provides suggestions for agents to review. Can be customized for sub topics.
Script Adherence: Percentage of deviation from script along with the phrases that caused the deviation. Track results of deviations from successful vs failed calls to determine areas of improvement.
“We are excited to make our AI Analytics solution available to businesses around the world. It’s a great opportunity for companies to add intelligent performance layers that generate actionable insights for a campaign, employees or workforce,” said Fabio Cardenas, CEO, Sundown.ai.
About Sundown AI: Sundown.ai builds analytic Artificial Intelligence applications that are powered by NLP, graph algorithms, and machine learning. They automate human repetitive tasks via existing business suites to help companies grow. Chloe, a self-learning AI system, provides companies with business solutions to reduce costs, boost productivity and increase customer satisfaction. Custom integrations are available via an API. Learn more at www.sundown.ai.
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