Interaction Analytics

Find patterns, underlying causes, and drive coaching for improvement

Visualize and understand all interactions

Interaction Analytics provides deeper insights into all your ACE interactions. Learn about sentiments and root causes to why your clients are calling. Get powerful visuals and summaries. With Interaction Analytics as part of ACE, you can boost coaching and operations. Analysis can support other departments in making data-driven decisions that create business value for the entire organization.

Telia has partnered with Swedish AI company Indicate me to provide class leading AI insights, analytics and automatic coaching of agents as a part of ACE.

About Interaction Analytics

AI Insights

AI Insights is like getting an x-ray of your interactions. Discover and auto-categorize reasons for contact using leading language model that understands phrases, meaning and context. Track sentiment of all interactions and identify knowledge gaps. Deep dive into what drives customer satisfaction, how it develops and how it’s connected to the topic of every interaction.

Take the guesswork out of understanding what your customers really want or need help with and instead fine tune your operations with the right skills.

Quality assurance and AI Buddy™

Use generative AI as a tool for coaching and self-leadership to boost customer experience. Indicate me AI buddy offers a personal experience for every agent, providing hands-on insights and suggestions based on auto-filled forms that you can tune to the requirements of your operations.
AI Buddy provides support in feedback and analysis processes and frees up time for team leaders to focus on development and improvement instead of administration.

Examples of what AI Buddy looks at:

Introduction – Is the customer greeted according to your set criteria?
Interaction – Does the employee use words that convey empathy, knowledge, and positivity?
Information – Is complete information provided? Does the customer perceive it as clear?
Closure – Does the customer express positive feelings at the end of the interaction?

Key functionality AI insights

Transcription & anonymization
GenAI analyzes 100% of interactions
Analyses and benchmarking
Sentiment analysis (7-point scale)
Automatic categorization (GenAI)
Automatic summaries of interactions that can be linked to the customer record
Identifies events and cases
API-integration
Powerful search function

Key functionality Quality assurance with AI Buddy

Auto-filled coaching & quality forms
Schedules automated coaching for selected queues, cases, teams or agents
Transparent, example-based insights
Suggestions always manually reviewed
Supports simple, engaging development

Secure turnkey ACE integration

We have a secure and efficient integration between ACE and Indicate me, enabling access to necessary audio files and related metadata for Interaction Analytics and coaching purposes. The system supports flexible storage options and ensures secure data transfer and access protocols.

News, insights, tips and inspiration

Our customers continue to transform their customer service experience with Telia ACE from simplifying customer service to making public transport easy and winning awards for excellent customer service throughout the Nordics. Dive into their stories and explore their journeys from challenges to practical strategies that improved both customer and agent experience using Interaction Analytics.

Interaction Analytics for a data driven organization

Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get started with the tool. She says that the participants that start exploring the system quickly get drawn into the numbers and enter a state where it’s hard to contact them. “For a person who starts usin…

Resurs works smarter with Interaction Analytics

Every year Resurs’s customer service takes one and a half million calls in four different languages. Johanna Bernshed and her colleagues use speech to text to find the truth about why the customers are calling and what takes place during the call. “We don’t just collect data, we turn it into v…