AI agent integration phase 1

Overview

AI-Assisted Call Review is an advanced feature in AnalyzeMyCalls that integrates our AWS Bedrock-powered AI agent directly into the call review workflow for managers. This feature transforms the traditionally time-consuming review process by providing intelligent, automated analysis alongside human judgment. Managers can now review more calls in less time while gaining deeper insights into agent performance, customer sentiment, and compliance adherence.

How It Works

The system leverages our specialized AI agent on AWS Bedrock to analyze calls through multiple dimensions:

• Automated Transcription & Analysis: The AI agent transcribes calls and analyzes them for key performance indicators, compliance elements, and customer sentiment

• Smart Highlighting: Critical moments in calls are automatically identified and highlighted, directing managers’ attention to the most important segments

• Performance Scoring: The AI generates objective scores across predefined criteria (empathy, solution accuracy, compliance, etc.)

• Pattern Recognition: Recurring themes and trends across multiple calls are identified and flagged

• Coaching Recommendations: Based on detected patterns, the AI suggests specific coaching opportunities and improvement strategies

All AI-generated insights are presented alongside the call recording and transcript in an integrated review interface, allowing managers to validate AI findings and add their own observations.

Business Benefits

• Review Efficiency: Managers can review 3x more calls in the same amount of time, with AI handling initial analysis

• Consistent Evaluation: Standardized AI scoring reduces subjective bias in call assessments by 42%

• Comprehensive Coverage: Enables 100% call review coverage rather than the typical 2-5% sampling

• Early Issue Detection: Identifies problematic patterns 4x faster than manual review processes

• Targeted Coaching: Generates specific, actionable coaching recommendations based on objective data

• Compliance Assurance: Automatically flags potential compliance issues for immediate review

• Performance Trending: Tracks agent improvement over time with consistent metrics and benchmarks
  

Implementation Impact

This feature transforms the call review workflow across the AnalyzeMyCalls platform:

1. For Team Managers: A new “AI-Assisted Review” option appears in the call review interface, providing AI-generated insights alongside traditional review tools

2. For Quality Assurance Teams: Enhanced QA dashboards show AI-detected patterns and trends across the entire call volume

3. For Agents: More consistent feedback and coaching based on comprehensive call analysis rather than limited sampling

4. For Compliance Officers: Automated flagging of potential compliance issues with risk scoring and prioritization

Getting Started

1. Access the feature through the “Review” tab in your AnalyzeMyCalls dashboard

2. Select “AI-Assisted Review” when opening any call recording

3. Customize the AI analysis parameters to align with your team’s specific KPIs and requirements

4. Review the AI-highlighted sections and scoring, adding your own notes and assessments

5. Generate coaching plans based on combined AI insights and manager observations

Related Features

This feature enhances the value of other AnalyzeMyCalls capabilities:

• Integrates with “Contact-Level Information” to provide context-aware analysis

• Powers the “Weekly Best & Worst Call Reviewer” by providing consistent scoring criteria

• Feeds into “Agent Performance Comparison” with objective, AI-generated metrics

• Supports “AI-Powered Insights” by identifying emerging patterns across all calls

For more information, contact your AnalyzeMyCalls account representative or visit the support portal.