Скачать или смотреть Part III Episode 5 : How AI Is Solving the Reporting Problem

"Welcome back to Contact Center Reporting Wishlist series!

If you are tired of staring at metrics like AHT, CSAT, and FCR—without context?
This episode shows how AI brings reporting to life by revealing why things happen, not just what changed.

💬 Speech-to-text tools like Google and AWS turn calls into transcripts
🧠 NLP engines analyze sentiment, intent, compliance, and more
📈 AI links customer issues to performance drops—like low CSAT or rising AHT
🔗 Data is stitched together from CRM, QA tools, and dialers for a full view

AI-powered reporting doesn’t just automate—it adds meaning, so you stop guessing and start acting.

📌 In the next episode, we’ll explore the most valuable AI-driven reports your team can use right now."

"Try Enthu.AI for Free: https://secure.enthu.ai/sneak-peek

Get in Touch: https://enthu.ai/request-demo/"

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Hey there, welcome back!

0:02 Till now, reporting in contact centers meant staring at numbers — AHT, CSAT, FCR — with little context. You knew what changed, but not why.
That’s where AI flips the script.

0:16 Let’s start with speech-to-text tools like Google Cloud Speech-to-Text or Amazon Transcribe. These convert calls into accurate transcripts — turning voice into usable data.

0:27 Then comes Natural Language Processing. Tools like AWS Comprehend or OpenAI’s models analyze these transcripts to detect sentiment, intent, compliance issues, and even product or policy mentions — all automatically.

0:42 Why does this matter?
Because now you don’t just see that AHT increased, AI can tell you why — maybe agents are dealing with a new product issue or repeating steps for clarity.

0:54 Same with CSAT — instead of just a score, AI helps you see that lower CSAT this week is tied to delayed refunds or a new pricing policy.
AI also tracks emotions across calls — frustration, confusion, satisfaction — so you understand what’s really happening in conversations, not just metrics.

1:12 And the best part? AI stitches this with your CRM, dialer, and QA tools using APIs — giving you a complete picture, in one place.
So, AI-powered reporting isn’t just faster — it’s smarter. It tells you the story behind the numbers.

1:31 In the next episode, we’ll look at the types of AI-powered reports you can start using today. Stay tuned!