Talkmap, a leader in generative AI for contact center Conversational Intelligence, proudly announces the launch of Talkdiscovery 9.0. This groundbreaking release ushers in a new era of real-time, accurate visibility into customer interactions, revolutionizing contact center and call center operations with transformative insights.

Key Features of Talkdiscovery 9.0

• Continuous Question Intelligence (CQI):
  Talkdiscovery 9.0 introduces Continuous Question Intelligence (CQI), enabling users to automatically and continuously ask specific questions about their conversation data. Leveraging Talkmap's Generative AI and Large Language Models, CQI delivers actionable insights by analyzing 100% of ongoing customer conversations. Results are presented daily via an intuitive dashboard, allowing users to query data based on various criteria such as agent groups, call reasons, and locations.

• Insights with CQI:
  Talkdiscovery 9.0 helps users uncover critical insights such as:

  • The reasons behind recent increases in cancellations.
  • Unresolved customer issues leading to high repeat call rates.
  • The effectiveness of agents in troubleshooting before escalation.
  • Compliance with best practices by customer service reps and identifying coaching needs.
  • Factors contributing to higher upsell rates among certain agents.

Benefits of Talkdiscovery 9.0

With Talkdiscovery 9.0, organizations can quickly generate ROI on their AI investments by addressing previously invisible issues. Key benefits include:

• Enhanced agent performance.
• Reduced cost to serve.
• Lower customer churn.
• Improved overall customer experience.

Expert Insights

Tim Moss, CEO of Talkmap, emphasized the importance of real-time visibility: “Enterprise leaders have long faced challenges in gaining timely insights into customer interactions. Talkdiscovery 9.0 solves this problem by providing real-time, accurate visibility into 100% of conversations, enabling leading brands to unlock valuable insights and drive significant improvements.”

Jonathan Eisenzopf, Chief Strategy & Research Officer at Talkmap, added: “Talkdiscovery 9.0 not only meets but exceeds customer expectations by offering a secure solution for extracting immediate insights from customer interactions. It's applicable across various business areas, including sales performance, service quality, risk management, fraud detection, and churn reduction.”

Talkdiscovery 9.0 represents a major advancement in contact center intelligence, offering unprecedented visibility and actionable insights into customer interactions. By leveraging CQI, organizations can enhance performance, optimize processes, and transform the customer experience.