Daisee - Detailed Review
Speech Tools
Daisee - Product Overview
Introduction to Daisee
Daisee is an AI-driven speech and semantic analytics software specifically designed to analyze customer interactions, particularly in call centers. Here’s a breakdown of its primary function, target audience, and key features:
Primary Function
Daisee’s primary function is to analyze calls to provide insights into customer satisfaction, sentiment, and vulnerability, as well as risk, compliance, and script adherence. It transcribes, evaluates, and filters voice data in near-real-time, deriving actionable insights from customer interactions.
Target Audience
The target audience for Daisee includes contact centers in various sectors such as insurance, financial services, telehealth, collections, utilities, and telecommunications. It is particularly useful for businesses with a large volume of customer calls, helping them to improve customer experience, ensure regulatory compliance, and optimize sales and customer service processes.
Key Features
- Automated Quality Assurance: Daisee automates the quality assurance process by evaluating 100% of call data using an automated, digital Programmable Scorecard. This scorecard assesses call quality based on factors like compliance, customer experience, and agent training.
- Compliance Monitoring: The software automatically flags high-risk interactions for compliance review, integrating with risk control frameworks to ensure regulatory compliance and mitigate conduct risk.
- Team Performance Analysis: Daisee provides a centralized dashboard for supervisors to compare agent and team performance, track top performers, and identify areas for training and skills development.
- Predictive Insights: Using machine learning and behavioral science, Daisee Predictors can predict customer complaints, churn, customer satisfaction, and call outcomes with high accuracy (75-85% for customer complaints).
- Sentiment and Intent Analysis: The software analyzes customer conversations to detect sentiment, intent, and other key metrics, enabling businesses to make data-driven decisions to improve their products and services.
- Integration and Deployment: Daisee is a cloud-based SaaS solution built on AWS, making it easy to deploy across various telephony systems and cloud contact center platforms.
- Security and Compliance: It ensures team members are compliant by surfacing and triaging calls with low compliance scores, activating workflows for agents to review and remediate issues in near-real-time.
By leveraging these features, Daisee helps organizations maximize customer experience, ensure regulatory compliance, and identify missed commercial opportunities, all while providing valuable insights directly from customer interactions.
Daisee - User Interface and Experience
User Interface Overview
The user interface of Daisee, an AI-driven speech analytics and voice analytics tool, is crafted to be intuitive, user-friendly, and highly functional.
Ease of Use
Users have praised Daisee for its ease of use. The platform is described as “intuitive and easy to navigate”.
- The dashboard is simple and intuitive, allowing users to quickly identify key areas within calls that require attention and drill down into the underlying data.
- Features like the transcription search and the ability to skip to specific phrases in a call save significant time and reduce stress.
Key Features
- Scorecard Builder: This tool enables users to fully customize automated scorecards with just a few clicks and less than an hour of training. It reflects the most pressing business drivers and can be tweaked to meet changing business needs.
- Report Builder: This feature allows users to easily ask and answer bespoke questions without needing advanced analytics skills. Users can create custom reports with a blank canvas, selecting fields that matter, such as the number of high-risk calls or the percentage of calls under 60 seconds.
- Chat Insights: For chat interactions, Daisee provides a consolidated view of agent performance, an “All Chats” page to filter chats by date range and agent participants, and the ability to inspect individual chat metrics and transcripts.
User Experience
- Time Efficiency: Daisee significantly reduces the time spent on quality assurance and call reviews. It automates the QA process, providing quality, compliance, communication, and conduct scores for 100% of calls, which helps QA teams work more productively.
- Feedback and Coaching: The platform provides objective feedback to agents, helping them improve their performance. It offers specific coaching insights, such as how agents might have handled calls better, which has been positively received by teams.
- Customization: The Scorecard Builder and Report Builder features ensure that the data collection and dashboard displays can be customized to meet specific business needs, making the user experience highly relevant and effective.
Limitations and Areas for Improvement
- While the platform is highly praised, some users have noted a few areas for improvement. For example, there is currently no real-time review of calls, only post-call reviews.
- Some users have mentioned the need for more integrations with other software they use.
- There have also been comments about the accuracy of transcripts when dealing with accents, though overall transcription accuracy is still considered high.
Overall, Daisee’s user interface is designed to be user-friendly, efficient, and highly effective in providing actionable insights from customer interactions.
Daisee - Key Features and Functionality
Automated Quality Management
Daisee uses AI and speech analytics to automate the quality management process. The Programmable Scorecard™ automatically scores each customer interaction based on three core pillars: communication, conduct, and compliance. This scoring is done against a specific quality framework for each team within the organization, ensuring that interactions are evaluated consistently and accurately.
AI-Powered Transcription and Analysis
Daisee employs advanced speech-to-text transcription software that has been trained on millions of voice interactions, achieving high accuracy levels similar to those of a good human agent. This transcription is then analyzed using Natural Language Processing (NLP) and Natural Language Understanding (NLU) to derive meaningful insights from the conversations.
Proprietary Semantic Engine
The software utilizes a proprietary Semantic Engine that ingests conversational media and applies a combination of AI and NLP to analyze the context of the communication. This engine groups language based on meaning, which is crucial for identifying desirable features in interactions where similar things are said in different ways.
Real-Time Workflow Activation
If an interaction receives a low score or is deemed high-risk, a workflow is automatically activated in near-real-time. This brings the interaction to the attention of the relevant teams for review and remediation, ensuring prompt action on compliance issues or other critical areas.
Pre-Trained Models and Fast Deployment
Daisee is pre-trained out of the box, which means deployment can be completed in days rather than months or years. There are no setup or professional services fees, and the solution operates on a straightforward SaaS-based pricing model. This rapid deployment is facilitated by pre-trained ML models that help drive speed-to-value for customers.
Predictive Insights
The platform includes predictive models that can identify propensity insights around key business areas such as churn, buying behavior, and complaints. For example, Daisee’s propensity to churn modeling has been shown to be 81% accurate in business-to-business environments.
Compliance and Risk Management
Daisee can surface and triage calls that have a low score for compliance, automating risk and quality management. This helps ensure team members are compliant, and if a call is flagged, it can be proactively remediated. One client saw a 95% reduction in high-risk calls over a four-month period using Daisee.
Customer Sentiment and Satisfaction
The software can gauge customer sentiment and satisfaction by identifying subtle language traits associated with positive and negative outcomes. This helps in coaching and training agents to improve customer experience (CX) and reduce complaints.
Script Adherence and Agent Performance
Daisee monitors script adherence and provides insights into agent performance. It can identify instances where agents deviate from scripts and provide targeted training to improve acquisition and retention rates. For example, an insurance customer saw a 200% improvement in compliance scores using Daisee.
Operational Efficiency
By automating the QA process, Daisee helps reduce operational costs. One customer reduced their QA team by 38% just five months after deploying Daisee, with the remaining team members being redeployed to other areas of the business.
Integration with Cloud Contact Centre Platforms
Daisee is designed to work seamlessly with many leading cloud contact centre platforms, ensuring easy integration and deployment. It is a fully cloud-based SaaS solution built on AWS, which enhances its scalability and reliability.
These features collectively enable businesses to gain deep insights into customer interactions, improve operational effectiveness, enhance compliance, and boost employee engagement and customer experience.
Daisee - Performance and Accuracy
Daisee Overview
Daisee, an Australian AI software company, has made significant strides in the Speech Tools AI-driven product category, particularly in speech-to-text and voice analytics. Here’s a detailed evaluation of its performance and accuracy:
Accuracy and Performance
Daisee boasts high accuracy in transcription and quality scoring, with rates exceeding 94% compared to the industry standard of 80%.
- The system uses a combination of the best transcription providers, advanced algorithms, and phrase matching to achieve this high level of accuracy. This ensures that even with minor transcription errors, the overall scoring remains reliable.
Key Features and Benefits
- Automated Quality Management (AQM): Daisee can analyze 100% of conversational interactions, automating the QA process and providing quality, compliance, communication, and conduct scores for all calls. This reduces the need for human intervention, except for high-risk or non-compliant calls.
- Predictive Insights: The platform offers predictive models to identify revenue opportunities, potential revenue risks, and customer churn with high accuracy. For example, it can predict kept promises with 75% accuracy and broken promises with 70% accuracy.
- Customer Satisfaction and Sentiment Analysis: Daisee can gauge customer sentiment and satisfaction, helping businesses improve customer experience (CX). One client, MYOB, reported a 22% increase in customer satisfaction after integrating Daisee.
Impact on Business Metrics
- Return on Investment (ROI): Daisee claims that customers can see up to a 300% return on investment within 12 months, driven by productivity uplifts in contact center agents and QA teams, as well as a conservative estimate of a 1% increase in revenue.
- Compliance and Risk Reduction: The system helps reduce compliance risk and improve risk maturity. For instance, an insurance customer saw a 200% improvement in compliance scores.
- Operational Efficiency: Clients have reported significant reductions in operational expenses (OPEX) by downsizing their QA teams. One customer reduced their QA team from 8 to 5 members just five months after deploying Daisee.
Limitations and Areas for Improvement
- Integration: Some users have noted that more integrations with other software would be beneficial. This could enhance the overall usability and compatibility of the system within existing workflows.
- Dashboard Feedback: There have been suggestions for improving the dashboard to display more detailed data. Users have mentioned that while the current dashboard is user-friendly, it could provide more comprehensive insights.
User Experience
- Ease of Use: Users have generally found Daisee easy to set up and intuitive to navigate. The product provides near real-time feedback on 100% of calls, which is highly valued by QA teams.
- Customer Support: Reviews indicate a positive experience with customer support, although there is room for improvement in certain areas such as dashboard enhancements.
Conclusion
In summary, Daisee’s performance and accuracy are highly regarded, with significant benefits in automated quality management, predictive insights, and customer satisfaction analysis. While there are some areas for improvement, particularly in integration and dashboard functionality, the overall feedback from users is positive.
Daisee - Pricing and Plans
Pricing Tiers
Daisee’s pricing is based on the number of agents using the service, with the cost per agent decreasing as the number of agents increases.
- Less than 50 Agents: $77 per agent per month (ex GST).
- Between 50 and 100 Agents: $77 per agent per month (ex GST).
- Between 101 and 250 Agents: $70 per agent per month (ex GST).
- Between 251 and 500 Agents: $63 per agent per month (ex GST).
- More than 500 Agents: $56 per agent per month (ex GST).
Additional Costs
- Implementation Services: $7,000 per agent per annum, though this may vary depending on the scope.
- Managed Services: $17,500 per agent per annum, also subject to variation based on scope.
Features Across Plans
All plans include the following key features:
- Automated Transcription and Analysis: Transcribes call audio with high accuracy and analyzes the data to derive insights and identify patterns.
- Programmable Scorecards: Automates the QA process, providing quality, compliance, communication, and conduct scores for 100% of calls.
- Sentiment and Intent Analysis: Detects customer sentiment, intent, and other key metrics to improve customer experience and identify trends.
- Compliance Management: Flags high-risk interactions for compliance review and integrates with risk control frameworks.
- Team Performance Monitoring: Provides a centralized dashboard to analyze team performance, track top performers, and identify training needs.
- Predictive Insights: Includes predictive models to identify churn risk, revenue opportunities, and other key business areas.
Free Trial
Daisee offers a free trial, allowing potential customers to test the service without a credit card requirement.
No Free Version
There is no free version of Daisee available; the service is strictly subscription-based.
In summary, Daisee’s pricing is scalable and based on the number of agents, with a range of features available across all plans to enhance customer experience, compliance, and operational efficiency.
Daisee - Integration and Compatibility
Integration with Other Tools
Partnership with Speechmatics
Daisee has a significant partnership with Speechmatics, a UK leader in any-context speech recognition technology. This collaboration enables Daisee to utilize Speechmatics’ advanced speech-to-text capabilities, particularly their Global English model, which supports over 40 accents. This integration is crucial for accurate transcription and sentiment analysis in diverse contact center environments.Integration with Genesys Cloud Platform
Additionally, Daisee integrates with the Genesys Cloud Platform, offering an omnichannel experience that allows users to toggle between voice and chat interactions within the same platform. This integration provides a unified view of customer communications, enhancing the overall quality assurance (QA) and customer satisfaction assessment processes.Compatibility Across Platforms and Devices
Cloud Compatibility
Daisee allows users to upload call audio to a secure cloud endpoint, supporting both stereo and mono voice data. This cloud-based solution ensures that all call interactions can be processed seamlessly.Multi-channel Support
Daisee supports both voice and text-based chat interactions. The platform provides automated QA across every call and chat session, ensuring comprehensive coverage of all customer communications. This multi-channel support is integrated into a single dashboard, allowing easy switching between voice and text-based conversations.Device and Platform Agnostic
While specific details on device compatibility are not extensively outlined, the fact that Daisee operates within cloud environments and integrates with platforms like Genesys suggests a high degree of flexibility and compatibility across different devices and operating systems.Operational Insights and Feedback
Daisee’s integration and compatibility extend to providing detailed insights and feedback mechanisms. For instance, the platform offers scorecards for both voice and chat interactions, allowing businesses to assess agent performance and customer satisfaction consistently across different communication channels. This ensures that businesses can deliver data-driven feedback to agents, improving overall performance and customer experience. In summary, Daisee’s integrations and compatibility features make it a comprehensive solution for businesses seeking to analyze and improve their customer interactions across multiple channels. Its partnerships and cloud-based architecture ensure high accuracy and flexibility in various operational environments. Daisee - Customer Support and Resources
Customer Support
24/7 Support
Daisee provides 24/7 support through its integration with Amazon Web Services (AWS), which includes one-on-one, fast-response support from experienced technical support engineers. This ensures that customers can get help at any time, regardless of their technical abilities.
Cloud-Based Infrastructure Support
For specific issues related to the Daisee platform, customers can rely on the cloud-based infrastructure support provided by AWS, which is staffed around the clock.
Automated Quality Assurance and Analytics
Daisee’s platform automates the quality assurance (QA) process, providing quality, compliance, communication, and conduct scores for 100% of calls performed by all agents. This automated analysis helps in identifying high-risk calls and explaining failed calls, which can significantly reduce compliance risks and improve customer experience.
Performance and Activity Monitoring
The platform offers a dashboard where team leaders, coaches, and supervisors can overview their complete teams’ performance and activity. This enables them to spend less time scoring interactions and more time delivering engaging, data-driven feedback to agents.
Predictive Insights and Sentiment Analysis
Daisee’s AI technology provides predictive insights by analyzing customer conversations, detecting sentiment, intent, and other key metrics. This helps businesses make data-driven decisions to improve their products, services, and overall customer experience. The predictive models are fine-tuned through millions of hours of call center interactions, allowing for accurate predictions on customer satisfaction, churn, and sales outcomes.
Chat Insights and Omnichannel Experience
For customers using chat interactions, Daisee offers Chat Insights, which allows for the tracking of chat performance, filtering chats by date range and agent participants, and inspecting individual chat metrics. This provides a consolidated view of all chat activity between agents and customers, enhancing issue resolution and effectiveness measurement.
Training and Coaching Tools
The platform includes AI-powered coaching and training tools that help in optimizing agent recruitment, onboarding, and performance. It detects language subtleties and provides insights that can drive business decisions, reducing the time to bring new agents up to speed and improving compliance scores.
By leveraging these features, Daisee ensures that businesses can efficiently manage their customer interactions, improve customer experience, and reduce operational costs.
Daisee - Pros and Cons
Advantages of Daisee
Daisee offers several significant advantages in the speech analytics and AI-driven product category:High Accuracy and Insights
Daisee is highly accurate in transcription and insights, achieving accuracy levels of up to 94%, which is well above the industry standard of 80%.Automated Quality Management
The platform automates the quality assurance process, analyzing 100% of customer interactions and providing quality, compliance, communication, and conduct scores. This automation helps in reducing the time and resources needed for manual QA processes.Compliance and Risk Mitigation
Daisee helps in identifying and mitigating compliance risks by flagging high-risk calls and providing explanations for failed calls. This ensures that businesses can avoid penalties and protect their brand reputation.Improved Customer Experience
The platform provides deep insights into customer interactions, helping businesses to improve customer satisfaction and reduce complaints. It can identify subtle language traits associated with positive and negative outcomes, enabling targeted coaching and training for agents.Cost Savings
Daisee can lead to significant cost savings by reducing the need for large QA teams. For example, one client reduced their QA team from 8 to 5 members, redirecting those resources to other areas of the business. Additionally, cloud-based solutions reduce IT costs and ensure software is always up-to-date.Fast Implementation
The platform is pre-trained and can be deployed quickly, often within days, without the need for extensive setup or professional services fees. This rapid deployment allows businesses to derive insights and value quickly.Predictive Insights
Daisee includes predictive models that can identify propensity to churn, buy, or complain, as well as detect revenue opportunities and risks. It can predict kept promises with 75% accuracy and broken promises with 70% accuracy.Enhanced Agent Performance
The automated scorecards and analytics help in identifying areas where agents need training and coaching, leading to improved agent performance and reduced time to bring new agents up to speed. One client saw a 50% reduction in the time to train new agents.Disadvantages of Daisee
While Daisee offers numerous benefits, there are some areas where it could be improved:Limited Integrations
Some users have noted that more integrations with other software would be beneficial. Currently, the platform could be more seamless in its integration with other tools and systems used by businesses.Dashboard Feedback
Users have suggested that the dashboard could be improved to show more detailed data. For instance, there is a desire for a way to update scores when re-evaluated by a live QA to reflect the actual scores being presented.Customization of Scoring
There is a minor issue with the flexibility of the scoring system. Users have mentioned that it would be helpful to have a way to change the scoring when re-evaluated by a live QA to ensure the scores accurately reflect the quality of the interactions. Overall, Daisee’s advantages significantly outweigh its disadvantages, making it a powerful tool for businesses looking to enhance their customer interaction analysis and quality management. Daisee - Comparison with Competitors
When comparing Daisee to other products in the AI-driven speech analytics category, several unique features and potential alternatives stand out.
Unique Features of Daisee
- Automated Quality Management: Daisee uses AI and speech analytics to automate the quality management process for customer interactions. Its Programmable Scorecard™ scores interactions based on communication, conduct, and compliance, triggering workflows for low-scoring or high-risk interactions in near-real-time.
- Proprietary Semantic Engine: Daisee’s Semantic Engine employs AI and Natural Language Processing (NLP) to derive Natural Language Understanding (NLU), allowing for a deeper comprehension of the context of customer interactions compared to traditional word-match and counting approaches.
- Pre-trained Models and Fast Deployment: Daisee is pre-trained out of the box, enabling deployment in days rather than months or years. This speeds up the time to derive insights and value from customer interactions.
- High Accuracy: Daisee boasts high accuracy in transcription and insights, often exceeding 94% accuracy, which is above the industry standard of 80%.
Potential Alternatives
While Daisee is specialized in customer interaction analysis, other tools may offer different focuses or features:
Google Cloud Speech-to-Text
- This service is part of Google Cloud’s AI offerings and provides advanced speech recognition capabilities. It is highly accurate and supports multiple languages, but it may not have the same level of automated quality management or compliance scoring as Daisee.
Amazon Transcribe
- Amazon Transcribe, though not explicitly mentioned in the sources, is another strong contender in speech-to-text technology. It offers high accuracy and integration with other AWS services, similar to Daisee’s integration with AWS. However, it may lack the specific quality management and compliance features that Daisee provides.
IBM Watson Speech to Text
- IBM Watson offers speech-to-text capabilities with a focus on integration with other AI services. It provides customizable models and supports multiple languages, but it might not have the same level of automated quality scoring and compliance monitoring as Daisee.
CallMiner
- CallMiner is another speech analytics platform that analyzes customer interactions to provide insights. While it offers similar capabilities in speech analytics, it may not have the same proprietary Semantic Engine or the automated quality management features that Daisee provides.
Key Differences
- Focus: Daisee is highly specialized in automated quality management for customer interactions, focusing on compliance, communication, and conduct. Other tools like Google Cloud Speech-to-Text, Amazon Transcribe, and IBM Watson Speech to Text are more general-purpose speech recognition tools that can be adapted to various use cases but may not offer the same level of specialized features.
- Integration: Daisee is fully cloud-based and integrated with AWS, which can be beneficial for organizations already using AWS services. Other tools may have different integration capabilities.
- Accuracy and Context: Daisee’s proprietary Semantic Engine provides a deeper understanding of the context of customer interactions, which is unique compared to other speech analytics tools.
In summary, while other speech analytics and speech-to-text tools offer strong capabilities, Daisee’s unique features in automated quality management, compliance scoring, and its proprietary Semantic Engine make it a standout in the category of AI-driven speech analytics for customer interaction optimization.
Daisee - Frequently Asked Questions
What is Daisee and what does it do?
Daisee is an Australian AI software company that specializes in speech-to-text and voice analytics technology. It is designed to analyze customer interactions and provide actionable insights to improve customer experience, compliance, and sales. Daisee automates quality management for customer interactions, script adherence, and AI-driven analysis of unstructured voice data.
How does Daisee analyze customer interactions?
Daisee transcribes, evaluates, and filters voice data in near-real-time using advanced speech analytics and machine learning. It analyzes 100% of customer interactions to derive insights, identify patterns, and detect sentiment, intent, and other key metrics. This process helps businesses make data-driven decisions to improve their products, services, and overall customer experience.
What are the key features of Daisee?
Key features of Daisee include automated quality assurance, customizable scorecards, data analysis, machine learning, and compliance monitoring. It offers a programmable scorecard that automates the QA process, providing quality, compliance, communication, and conduct scores for all calls. Daisee also includes predictive analytics to forecast customer complaints, churn, and satisfaction, as well as tools to manage chat interactions and team performance.
How does Daisee improve customer experience and quality assurance?
Daisee improves customer experience by providing deep insights into customer interactions, identifying trends, and detecting sentiment and intent. It automates the QA process, allowing for the evaluation of 100% of calls and providing actionable insights to enhance agent performance and customer satisfaction. Additionally, Daisee helps in reducing complaints and improving sales yield by identifying high-risk calls and areas needing improvement.
Can Daisee help with compliance and risk management?
Yes, Daisee is highly effective in ensuring regulatory compliance and managing risk. It automatically flags high-risk interactions for review, integrates with risk control frameworks, and helps in mitigating conduct risk. The platform provides compliance scores and identifies areas where agents may need additional training to adhere to compliance requirements.
How does Daisee support agent training and performance management?
Daisee provides a centralized dashboard for team leaders to analyze team performance, track top performers, and identify training and soft skill development opportunities. The automated scorecard helps in pinpointing areas where agents need coaching, and the platform offers a digitized workflow tool for logging interactions and providing feedback to agents and team leaders.
What is Daisee Essence and how does it work?
Daisee Essence is a feature that automatically derives the reason customers are contacting a business. It provides an instantaneous snapshot of call drivers and insights into evolving call trends, enabling decision-makers to proactively understand areas of opportunity and development within the business. This feature uses unsupervised machine learning to analyze every customer conversation and separate key categories from general language.
How accurate is Daisee’s transcription and predictive analytics?
Daisee’s transcription accuracy is at human levels, upwards of 94%, which is higher than the industry standard of 80%. The predictive analytics, such as predicting customer complaints and churn, have an accuracy rate of 75-85%.
Can Daisee integrate with other platforms and systems?
Yes, Daisee is a fully cloud-based SaaS solution on AWS and can integrate with various telephony systems. It also offers an omnichannel experience, allowing users to toggle between voice and chat interactions seamlessly, especially for customers on the Genesys Cloud Platform.
How does Daisee impact operational costs and efficiency?
Daisee can significantly reduce operational costs by automating the QA process, which can lead to downsizing the QA team. For example, one client reduced their QA team from 8 to 5 members just five months after deploying Daisee. The platform also helps in reducing the time to bring new agents up to speed by 50%.
What sectors can benefit from using Daisee?
Daisee is beneficial for various sectors, including insurance, financial services, telehealth, collections, utilities, and telecommunications. It helps these industries analyze calls to gain insights into customer satisfaction, sentiment, vulnerability, risk, compliance, and script adherence.