Following up on the calls

When you have chosen recording, the AI phone agent records the calls and turns the audio into written text. Our AI reads through the text. It extracts the topic, summary, and customer satisfaction from the call. You see all patterns and metrics in your dashboard.

A complete view of every interaction

When you have chosen recording, the agent records the calls. Then the entire file is turned into written text. Our AI reads through the text.

Each case gets a short text about what was said. You also see which category the call is sorted into.

You get a score on the overall experience. The caller answers a question during the call or by text message afterwards. All information belongs to you and is processed in European Union data centers.

Track trends and volumes

Your dashboard collects information for all interactions over time. You get a complete picture of your volume because the service processes every single interaction.

The dashboard shows how many people call and how long the calls last. You see the share of cases handled immediately. You see exactly how often a caller is sent further.

You can sort the calls based on customer satisfaction or topic. This makes it easier to find patterns in the volumes. You can also explore the data independently through Real Talk's MCP.

When the call goes to a human

The agent is designed to understand what the caller wants. If it needs to escalate the case, the call is transferred with full context to your staff. Forwarded calls are billed by the minute and at a lower cost than incoming ones.

For calls that move on to your customer service, we track the entire journey. You choose yourself if this function should be active.

The analytics show several important details about the transferred call.

• Who the customer was transferred to.
• How long it took.
• If the case was resolved and how it was resolved.
• What was missing to resolve it immediately.

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