This demo shows AI-generated insights from a customer service call. The analysis includes intent detection, emotion tracking, agent performance, and more.
Intent Analysis
Product Information
Inquiry
Summary
Customer called regarding a duplicate charge on their account. The agent identified the issue as an overlap in billing cycles due to a recent plan upgrade. The agent explained the situation, apologized for the confusion, and processed a full refund for the duplicate charge. The customer expressed satisfaction with the resolution and the call ended positively.
“I was wondering if you could tell me more about your premium plan features?”
Account Modification
Request
“I need to update my billing information for my subscription.”
Billing Issue
Complaint
“I noticed an unexpected charge on my last statement that I'd like to discuss.”
Customer Experience Metrics
Status
Closed
Outcome
Resolved
Customer Effort
2/5(Low effort (Good))
Contact Metrics
Repeat Contact
No
Resolved
Yes
“Great, I've processed the refund and you should see it reflected in your account within 3-5 business days. Is there anything else I can help you with today?”
Escalated
No
Transferred
No
Emotional Journey
Frustration
Initial
Trigger: Billing Issue
“I've been charged twice for my monthly subscription and it's really frustrating.”
Understanding
Middle
Trigger: Explanation
“I see, so there was an overlap between the old and new billing cycles.”
Relief
End
Trigger: Resolution
“Thank you for processing that refund, I really appreciate your help today.”
Agent Performance
Performance Scores
Knowledge
85/5Great
“Let me explain how our billing cycle works. The charges are prorated based on the activation date.”
Professionalism
92/5Great
“I understand your frustration, Ms. Johnson. I would feel the same way in this situation, and I'm committed to resolving this issue for you today.”
Call Control
78/5Great
“To make sure I address all your concerns, let me confirm what we've discussed so far. You noticed a double charge, and we've identified that it was due to...”
Compliance Checklist
Greeting
“Thank you for calling support. My name is Michael. May I have your name and account number, please?”
Identification
“For account security, could you please verify your email address and the last four digits of your payment method on file?”
Resolution
“I've processed the refund for the extra charge, and it should appear in your account within 3-5 business days. Is there anything else I can help you with today?”
Closing
“Thank you for your patience, Ms. Johnson. I'm glad we were able to resolve this issue. Have a wonderful day!”
Agent Actions
Provided Account DetailsInformation
“I can see that your account was created on March 15th and you're currently on our Premium tier with unlimited access.”
Identified Billing ErrorTroubleshooting
“After checking your account history, I can see that there was an overlap in billing cycles that caused the duplicate charge.”
Processed RefundResolution
“I've gone ahead and processed a refund for the duplicate charge of $29.99 which should be back in your account within 3-5 business days.”