Daisee Overview
Daisee is an Australian-based AI software company that specializes in speech-to-text and voice analytics technology, designed to enhance the efficiency and effectiveness of customer interactions within contact centers. Here’s a detailed look at what Daisee does and its key features:
Core Functionality
Daisee’s primary function is to transcribe, evaluate, and analyze voice and chat customer conversations in near-real-time. This process involves uploading call audio to a secure cloud endpoint, where the data is transcribed with high accuracy (upwards of 94%) and then analyzed to derive actionable insights.
Key Features
Automated Quality Management (AQM)
Daisee offers a fully automated digital quality scorecard framework that evaluates 100% of customer interactions. This includes scoring calls based on compliance, conduct, and communication, helping to identify critical customer service problems and reduce the need for manual scoring.
Daisee Essence
This unique feature uses unsupervised machine learning to analyze every customer conversation, separating key categories and underlying drivers from general language. It provides deep insights into customer needs and reasons for contacting the business, enabling more efficient use of human resources and eliminating human bias.
Programmable Scorecard
The Programmable Scorecard automates the QA process, providing quality, compliance, communication, and conduct scores for all calls. It can be customized to filter questions based on the type of call or team, ensuring that the scorecard evaluates quality appropriately.
Sentiment, Intent, and Predictive Analytics
Daisee analyzes customer conversations to detect sentiment, intent, and other key metrics. It also includes predictive models that can forecast customer complaints, churn, customer satisfaction, and call outcomes with high accuracy (e.g., 75-85% accuracy for predicting customer complaints).
Agent Performance and Coaching
The platform provides agents with the ability to view their personal performance and call activity over time. Team leaders and supervisors can compare agent performance across multiple teams, delivering data-driven feedback to enhance agent productivity and customer experience.
Chat Insights
Daisee extends its analytics to chat interactions, offering a consolidated view of chat performance, including transcripts, metrics, and the ability to filter chats by date range and agent participants. This helps businesses understand the effectiveness of their chat platforms in issue resolution.
Compliance and Risk Management
Daisee automates risk and quality management by surfacing and triaging calls with low compliance scores. It activates workflows for agents to review and remediate issues in near-real-time, reducing exposure to penalties and brand damage.
Integration and Security
The platform is built on AWS and seamlessly integrates with leading cloud contact center platforms, ensuring secure and compliant data handling. It provides a user-friendly interface to visualize call trends and insights, making it easier to quantify and act on the data.
Business Impact
Daisee’s solution is designed to drive significant business value by:
- Reducing complaints and improving customer experience
- Enhancing sales yield and revenue
- Minimizing compliance risks and operational costs
- Improving agent recruitment, onboarding, coaching, and training
- Providing actionable insights to make data-driven decisions.
Overall, Daisee leverages AI and machine learning to unlock deep insights into customer interactions, enabling businesses to optimize their contact center operations, improve customer satisfaction, and drive strategic growth.