What TalkIQ Does
TalkIQ is designed to capture, analyze, and provide insights from voice conversations in real-time. It addresses the significant portion of business and customer interactions that occur over the phone, estimated to be around 92% of all interactions.
Key Features and Functionality
Real-Time Speech Recognition and Natural Language Processing
TalkIQ uses advanced Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) technologies to transcribe and analyze conversations as they happen. This allows businesses to gain immediate insights from their voice interactions.
Real-Time Call Transcription
The system provides accurate, automatic transcriptions of any conversation, whether it is a regular call, a call center interaction, or a conference call using UberConference. These transcriptions are available without latency, enabling real-time analysis and action.
Smart Notes
TalkIQ automatically takes meeting notes on any conversation, capturing action items, follow-ups, and important moments. These notes are compiled into a shareable summary at the end of each call, enhancing productivity and efficiency.
Real-Time Sentiment Analysis
For call center operations, TalkIQ offers real-time sentiment analysis, identifying positive and negative intent signals in client conversations. This feature helps in calculating customer satisfaction scores and assessing account health, competition, and customer insights on specific products and features.
Real-Time Coaching
The platform provides real-time coaching recommendations during calls. It suggests next steps based on the conversation, such as handling objections, responding to competitor mentions, or addressing price inquiries. This feature helps in driving efficiency and consistency across customer interactions.
Insights and Recommendations
TalkIQ delivers precise analytics and insights from spoken conversations, enabling businesses to understand and act on key moments with customers. This includes recognizing purchase intent, handling objections, responding to competitors, and more. The platform aggregates call-level insights at a summary level, providing a complete view of each customer’s engagement.
Security and Privacy
The system is designed with security and privacy in mind, offering administrator and user-level system controls that are easily accessible through the user interface. This allows organizations complete control over when and how they use the VoiceAI features.
By integrating these features into Dialpad’s communications solutions, TalkIQ (now Dialpad VoiceAI) enables businesses to sell more effectively, conduct more efficient meetings, personalize the customer experience, and make smarter business decisions automatically and in real-time.