Ask, Analyze, and Act with Conversational Intelligence
Deeper insight. Smarter action. Better outcomes. Turn every conversation into your performance edge.
Unlock AI-powered insights on demand ​
Powered by generative AI, U-Discover empowers contact centers to instantly extract accurate, actionable insights from every customer conversation using natural language queries.
This helps uncover emerging trends, customer sentiment, and deep insights into customer needs and agent performance. With easy setup of scorecards and custom dashboards, contact centers can elevate service quality, supercharge agent productivity, and optimize operations.
Maximize Customer Satisfaction. Optimize Agent Performance.
U-Discover turns every conversation into actionable Insights with AI-Powered Intelligence.
Features that drive customer experience and agent efficiency
Conversation facts
Create human-like questions that uncover actionable insights from every customer call instantly – no technical expertise required. It’s like having an AI-powered business analyst at your fingertips.
Topic discovery and trend analysis
Uncover new call drivers beyond predefined categories, know the customer sentiment across each topic, identify emerging issues, and proactively address them to reduce escalations and negative experiences.
Automated quality monitoring and scoring
Ensure consistent quality management across all interactions by instantly reviewing agent performance with automatically filled scorecards, understand the reasoning behind each evaluation score, and validate it by linking to key moments in the transcript or the call.
Customizable reports and dashboards
Access all your key metrics in one place with fully customizable dashboards. Easily track customer sentiment, agent performance and emerging trends, empowering the contact center to make faster, more informed decisions that improve service quality.
Advanced sentiment and tonal analysis
Analyze the tone and sentiment of the customer and the agent during conversations to better understand their emotions. Use these insights to resolve issues faster and improve customer satisfaction.
Personalized feedback to improve agent performance
Deliver targeted, insight-driven feedback to agents at a specific time on the call which helps to accelerate the coaching process.
Frequently asked questions
Conversational intelligence is the process of deriving insights from customer interactions. With fast, easy setup and natural-language queries, U-Discover uncovers key trends, customer sentiment, and deep insights into customer needs and agent performance—helping contact centers enhance service quality, boost agent productivity, and optimize operations.
Yes, U-Discover helps boost agent performance by identifying key areas for improvement through automated conversation analysis. It tracks compliance metrics, providing supervisors with actionable insights to ensure agents adhere to protocols and deliver high-quality customer experiences consistently.
Conversational intelligence is vital for contact center quality management as it captures valuable data from every customer interaction. By analyzing this data, businesses can uncover trends, measure agent performance, ensure compliance, and identify opportunities to improve customer satisfaction and operational efficiency.
Unlike other tools, U-Discover is built from the ground up with LLM technology, offering deeper, more accurate insights by analyzing the full context of conversations.
If you want to learn more about U-Discover conversational intelligence and our other AI solutions, book a demo with our team today.
