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Nemesysco > Corporate Solutions > QA5

QA5 - Software Development Kit

Real-Time Emotion Detection for call center vendors & system integrators

QA5 SDK Overview

QA5 is an “Emotion Detection” tool that uses Nemesysco’s advanced voice analysis technology to detect and measure anger, stress and other relevant emotions that arise in call center conversations. It is designed as a set of components that can be integrated into an existing call center solution to monitor agent-customer interactions, in real-time or offline, and identify calls that may require special attention or that may contain important information.

In online use, QA5 can analyze ongoing calls in real-time and alert supervisors when “problematic” call events occur. In offline use, QA5 can be used to automatically scan previously recorded conversations and identify patterns of interaction within calls to evaluate specific aspects of customer service quality. In conjunction with Nemesysco’s advanced learning system component, (LioNet™), the system can automatically tag archived conversations according to criteria defined by the CS Supervisor (i.e., “Problematic,” “Successful,” etc.). 

This unique combination of real-time analysis, learning systems and a wide range of emotional activity “data-mining” is no doubt unparallel to any similar technology offered by call center equipment manufacturers.

Nemesysco is not a call center equipment manufacturer. We specialize in emotional voice analysis, and we provide our SDK to vendors and system integrators serving the call center industry.

A company’s most vital asset is its customers. Meeting customer needs and focusing on customer satisfaction helps to ensure that your customers will continue to want to do business with you, as well as recommend your company to others. However, you can meet customer needs only if you know what your customers want and understand how they feel with regard to the service they receive from your support team. Even when monitoring the content of customer support calls, customers do not always explicitly state their preferences or feelings about their interactions with your company’s CSR agents. Superior tools are needed to determine your customer’s true emotions and reactions, quickly and efficiently.

Integrating the QA5 emotion detection components into your Call Center system gives you a significant competitive edge in today’s market, where unsatisfied customers can and will easily take their business elsewhere.

Using Nemesysco’s ED (Emotion Detection) Platform, the QA5 SDK is able to detect and measure a wide variety of emotions and cognitive states including stress, anger, embarrassment, satisfaction, excitement, rationality and more. Each call center site may customize data display according to criteria that is most relevant for its business or evaluation needs.

By incorporating QA5 into your call center, supervision capabilities will be dramatically enhanced with real-time indicators, smart and efficient recording databases, performance logs and reports of your agents’ progress, and advanced tools to learn about customers’ likes and dislikes.

Business Benefits

The QA5 SDK will assist your customers to:

• Save clients - monitor conversations in real-time, and automatically detect when intervention is required.

• Save time - scan mass call logs/recordings and automatically flag calls that are classified as “interesting” or “problematic,” according to pre-defined criteria.
• Gather intelligence - zoom in on any call to obtain feedback on clients' preferences and reactions.
• Improve Call Center methods – measure the effectiveness of your customer service operations and agent training.
• Maximize agent productivity – monitor agent performance to assure quality, prevent burn-out, and reward good performance.

Focus of Analysis

QA5 can analyze both ends of a customer service call. For example, the tool can be used to focus on the customer’s side of the conversation, identifying specific emotion-related events that may take place during the call. When such events occur, the system alerts the supervisor in real-time, allowing him to monitor the call live, and determine if intervention is needed. Additionally, QA5 can be used to focus on the technique and effectiveness of the agent handling the call. Monitoring agent performance helps assure CS quality, prevent agent burn-out and churn, reward good performance, and maximize the efficiency and effectiveness of your customer service operations.

Product Highlights

• Scans all customer-agent interactions in real-time to detect problematic scenarios as they develop, and enables automatic alerts to CS supervisors

• Performs efficient offline emotional data mining of archived calls, based on criteria defined by any CS supervisor, seamlessly, during normal work procedures

• Measures averages of stress and anger over any time period to assess overall CS site performance

• Monitor any agent’s performance and emotional “development” over any period of time

• Identify agents having a “bad day” instantly and takes positive action

• Apply an automated scoring system to reward agents' performance

Technology

QA5 SDK employs Nemesysco's ED (Emotion Detection) Platform to detect and measure a wide range of emotions and cognitive states together with the LioNet™ learning engine, allowing you to define, train and detect unique self-defined emotions to meet specific customer needs.

Unique emotions may include: “cancel order”, “ready to buy” or any other type of emotional situation that you deem important.

This unique combination of automatic detection of a variety of emotions, together with the ability to train the system to detect any other emotion you require, in real-time or from pre-recorded material, is what makes QA5 the most sophisticated, cutting edge technology available today.

The ED Platform is based on Nemesysco’s patented signal processing voice analysis technology (originally designed for security use), and a smart learning engine to classify voice segments and complete calls according to user specifications.

Call Center Integration

QA5 SDK contains all the functionality and objects required for development. To assist with product integration, a demonstration application and its source code are provided, illustrating the different areas of functionality and capabilities offered by the QA5 SDK. This executable and code are also designed to function as the QA5 “System Training Supervisor”- enabling quick, efficient training and the customization of your QA5 SDK to meet your specific needs.