Agent Analysis
Agent analysis provides powerful tools to systematically evaluate conversation performance and extract valuable information from customer interactions. These LLM-powered features help you measure agent effectiveness and gather actionable business insights.
Define custom criteria to assess conversation quality, goal achievement, and customer satisfaction.
Extract structured information from conversations such as contact details and business data.
Overview
The Conversational AI platform provides two complementary analysis capabilities:
- Success Evaluation: Define custom metrics to assess conversation quality, goal achievement, and customer satisfaction
- Data Collection: Extract specific data points from conversations such as contact information, issue details, or any structured information
Both features process conversation transcripts using advanced language models to provide actionable insights that improve agent performance and business outcomes.
Key Benefits
Performance Measurement
Track conversation success rates, customer satisfaction, and goal completion across all interactions to identify improvement opportunities.
Automated Data Extraction
Capture valuable business information without manual processing, reducing operational overhead and improving data accuracy.
Quality Assurance
Ensure agents follow required procedures and maintain consistent service quality through systematic evaluation.
Business Intelligence
Gather structured insights about customer preferences, behavior patterns, and interaction outcomes for strategic decision-making.
Integration with Platform Features
Agent analysis integrates seamlessly with other Conversational AI capabilities:
- Post-call Webhooks: Receive evaluation results and extracted data via webhooks for integration with external systems
- Analytics Dashboard: View aggregated performance metrics and trends across all conversations
- Agent Transfer: Use evaluation criteria to determine when conversations should be escalated
Getting Started
Choose your analysis approach
Determine whether you need success evaluation, data collection, or both based on your business objectives.
Configure evaluation criteria
Set up Success Evaluation to measure conversation quality and goal achievement.
Set up data extraction
Configure Data Collection to capture structured information from conversations.