Nubitel AI - Conversation Analytics (CA)

Turn Customer Conversations into Actionable Insights

Leverage AI-powered insights to uncover contact drivers, identify key contact center metrics, and improve service outcomes.

Speed up conversation evaluations with unified case analytics

With Nubitel’s AI-powered contact center platform, you can monitor contact center volumes, sentiment, CSAT, and agent performance in one centralized dashboard.

 

Category & Key Topics

Uncover interaction trends and topics with searchable call and chat transcripts. Our system automatically analyzes conversations, highlighting trending keywords to guide businesses toward the next best action, enhancing the overall customer experience.

gen ai detects key topics in a conversation
multilingual automatic speech recognition

Multilingual Speech-to-Text

Automatically detects and supports conversations in two languages simultaneously, including English, Chinese, Thai, Vietnamese, Bahasa Malaysia, and Indonesian. With support for over 50 languages, supervisors can manage interactions more effectively, ensuring quicker resolutions and exceptional service.

Automatic Speech Recognition (ASR)

Automate transcription of all voice interactions with synchronized audio playback for easy review. Identify key moments to determine next best actions, ensuring a faster, seamless customer journey.

automatic speech recognition for conversation analytics
ai-powered customer sentiment insights

Interaction Sentiment Analysis

Gain deeper insights into service quality with thorough analyses of CSAT and sentiment from customers and agents. By reviewing the CSAT score, agents can access Gen-AI insights that reveal the key factors driving satisfaction or dissatisfaction.

Gen AI Synopsis

Leverage Gen AI to generate concise summaries of interactions, highlighting key points and outcomes for quick assessment. This feature streamlines review processes, enabling businesses to respond swiftly and enhance customer engagement.

generation AI-powered synopsis

Elevate agent performance with personalized dashboards

Achieve complete insight into individual agent performance. Track quality scores 
and key improvement areas with real-time, actionable insights to drive excellence.

Agent QM Assist

Replace manual quality checks with AI-driven interaction scoring. Customize the evaluation process with tailored assessment criteria and personalized feedback, evaluate agent performance, and recommend custom skill-building strategies—all from one unified AI-powered contact center solution.

improve agent performance with agent QM assist
agent performance analytics

Agent Performance Analytics

Utilize Generative AI to showcase detailed agent performance metrics, complete with explanations for each assigned grade. These insights enable data-driven decisions to elevate service quality.

AI-Powered Training Advisor

Leverage Gen AI to spotlight crucial improvement areas and recommend tailored responses for agents. Enhance training effectiveness by focusing on targeted skill development, leading to improved agent performance and overall service excellence.

ai scorecard for conversation analytics

Optimize Agent Efficiency with
Advanced Dashboards

Empower support teams with real-time interaction data and gain complete visibility into individual agent performance to drive better customer experiences

  • Interactions History Overview
  • Data Insights
  • Interaction Quality Monitoring
Easily access and monitor all customer interactions across channels including calls and emails. Track key contact center metrics such as duration, status, CSAT scores, and sentiment analysis to evaluate agent performance and conversation quality in real-time.
 

Gain a clear overview of agent performance, customer sentiment, and key conversational trends. Monitor quality scores, CSAT, complaint rates, and real-time analytics to identify improvement areas and enhance service delivery.

 

Monitor performance trends and detect critical issues in real-time. Analyze quality and CSAT score patterns, and receive instant alerts for behaviors like rudeness, frustration, or compliance violations to ensure consistent service standards.

 

  • Agent Performance Analytics
  • Customer Satisfaction Tracking
  • Prescriptive Analytics

Agent Performance Analytics

Evaluate individual agent performance using comprehensive metrics, enabling targeted coaching and support to enhance overall service quality.

Customer Satisfaction Tracking

Measure and analyze customer satisfaction scores (CSAT) in real time, allowing for immediate adjustments to improve customer experiences.

Prescriptive Analytics

Analyze service levels against predefined benchmarks to ensure operational targets are consistently met. Identifying areas and recommending the optimal action and strategy for enhancement along the way.

Schedule a Demo

Looking to elevate your customer experience?

Book a free demo today to discover how to engage your customers based on your unique business goals.

  • Category & Key Topics
  • Multilingual Speech-to-Text
  • Auto Speech Recognition
  • Interaction Sentiment Analysis
  • Gen-AI Synopsis

Category & Key Topics

Uncover interaction trends and topics with searchable call and chat transcripts. Our system automatically analyzes conversations, highlighting trending keywords to guide businesses toward the next best action, enhancing the overall customer experience.

Multilingual Speech-to-Text

Automatically detects and supports conversations in two languages simultaneously, including English, Chinese, Thai, Vietnamese, Bahasa Malaysia, and Indonesian. With support for over 50 languages, supervisors can manage interactions more effectively, ensuring quicker resolutions and exceptional service.

Auto Speech Recognition

Automate transcription of all voice interactions with synchronized audio playback for easy review. Identify key moments to determine next best actions, ensuring a faster, seamless customer journey.

Interaction Sentiment Analysis

Gain deeper insights into service quality with thorough analyses of CSAT and sentiment from customers and agents. By reviewing the CSAT score, agents can access Gen-AI insights that reveal the key factors driving satisfaction or dissatisfaction.

Gen-AI Synopsis

Leverage Gen-AI to generate concise summaries of interactions, highlighting key points and outcomes for quick assessment. This feature streamlines review processes, enabling businesses to respond swiftly and enhance customer engagement.

  • Category & Key Topics
  • Multilingual Speech-to-Text
  • Auto Speech Recognition
  • Interaction Sentiment Analysis
  • Gen-AI Synopsis

Category & Key Topics

Uncover interaction trends and topics with searchable call and chat transcripts. Our system automatically analyzes conversations, highlighting trending keywords to guide businesses toward the next best action, enhancing the overall customer experience.

Multilingual Speech-to-Text

Automatically detects and supports conversations in two languages simultaneously, including English, Chinese, Thai, Vietnamese, Bahasa Malaysia, and Indonesian. With support for over 50 languages, supervisors can manage interactions more effectively, ensuring quicker resolutions and exceptional service.

Auto Speech Recognition

Automate transcription of all voice interactions with synchronized audio playback for easy review. Identify key moments to determine next best actions, ensuring a faster, seamless customer journey.

Interaction Sentiment Analysis

Gain deeper insights into service quality with thorough analyses of CSAT and sentiment from customers and agents. By reviewing the CSAT score, agents can access Gen-AI insights that reveal the key factors driving satisfaction or dissatisfaction.

Gen-AI Synopsis

Leverage Gen-AI to generate concise summaries of interactions, highlighting key points and outcomes for quick assessment. This feature streamlines review processes, enabling businesses to respond swiftly and enhance customer engagement.

  • Streamlined Workflow Management
  • Workflow Creation Interface
  • Customize Case Statuses

Streamlined Workflow Management

Manage actions and transitions throughout an issue's lifecycle, reflecting your organization's processes.

Workflow Creation Interface

Leverage a low-code and no-code interface to easily design and modify agent UIs and workflows, streamlining task management and enhancing efficiency.

Customize Case Statuses

Easily add and edit case statuses to streamline your workflow, ensuring clear tracking and efficient task management.

  • Agent QM Assist
  • Agent Performance Analytics
  • AI-Powered Training Advisor

Agent QM Assist

Replace manual quality checks with AI-driven interaction scoring. Customize the evaluation process with tailored assessment criteria and personalized questions, ensuring a flexible, efficient, and business-specific approach to agent performance analysis.

Agent Performance Analytics

Utilize Generative AI to showcase detailed agent performance metrics, complete with explanations for each assigned grade. These insights enable data-driven decisions to elevate service quality.

AI-Powered Training Advisor

Leverage Gen-AI to spotlight crucial improvement areas and recommend tailored responses for agents. Enhance training effectiveness by focusing on targeted skill development, leading to improved agent performance and overall service excellence.

Speech Analytics Features

We harness the latest technologies, ensuring that you stay ahead in a rapidly evolving market. With us, you're not just keeping up - you're leading the way.

Analysis speech & text

Automate transcription and analysis of all customer voice and text interactions with support for up to two languages. Quickly identify crucial conversation moments and topics to enhance the customer experience.

QM assist

Transform quality management with AI-driven interaction scoring and customizable sentiment evaluation. Easily search call transcripts and streamline your quality management process.

QM trainer

Enhance agent training using AI to pinpoint areas for improvement, boosting both customer satisfaction and communication skills.

Gen-Al synopsis

Generate actionable insights with automatic summaries of complex data, making information processing faster and more efficient.

Interaction sentiment

Analyze keywords and sentence structures to gauge customer sentiment, with AI models highlighting customer needs for each interaction.

Major languages supported

Supports all major languages, including English, Chinese, Thai, Vietnamese, Bahasa Malaysia, and Indonesian.

QM Assist (AI & Automated QM)

Replace manual quality management with AI-powered interaction scoring

Customize assessment criteria by defining your own set of questions

Achieve a flexible, efficient performance evaluation tailored to business-specific needs

Category & Key Topics

Identify interaction categories and key topics with searchable call and chat transcripts.

Automatically analyzes and highlights trending keywords, enabling businesses to determine the next best action and elevate the customer experience.

Al-Powered Voice Transcription

Fully automate transcription of all business voice interactions

Access synchronized audio recordings with transcription playback

Identify key conversational moments to determine the next best action

Enable faster and more seamless customer experiences through insightful analysis

Interaction Sentiment

Gain a thorough understanding of service quality with insights into CSAT and sentiment from both customers and agents. Hovering over the CSAT score provides a Gen-Al analysis that reveals the underlying factors driving customer satisfaction or dissatisfaction.

Agent Performance Scoring

Make data-driven decisions to improve overall service quality

Gain clear insights into agent performance metrics

Leverage Generative AI to display Agent Performance scores with detailed explanations for each grade

Agent Performance Scoring

Leverage Generative AI to display Agent Performance scores with detailed explanations for each grade

Gain clear insights into agent performance metrics

Make data-driven decisions to improve overall service quality

Interaction Synopsis

Leverage Generative AI to deliver interaction summaries, highlighting key points and outcomes

Save time by reducing the need to read or listen to full conversations

Quickly identify actionable insights to boost productivity and enhance service delivery

QM Trainer

Leverage Gen-Al to highlight key points and suggest responses, offering targeted areas for agent improvement.


Enhance training efficiency by pinpointing specific areas for development, helping agents improve performance and boosting overall business service quality.

Interactions History

Monitor interactions by filtering those with low sentiment levels

Access a dashboard with searchable data on each interaction

View key details like duration, silence percentages, and related campaigns

Data Insights

View the most frequent keywords and topics used in interactions, along with their associated sentiment levels

Monitor and track all agent calls for performance reviews

Interaction Analysis Dashboard

A comprehensive view of agent performance, customer satisfaction trends, and critical issue alerts.

Visualize overall agent performance and track customer satisfaction over time to spot trends and areas for improvement

Get real-time alerts for critical issues like high frustration, missed compliance scripts, and inappropriate remarks to ensure high-quality customer interactions