Outstanding Features

Call Quality Evaluation

Automatically analyze full call content and context, evaluate agent performance based on business rules, detect violations, and generate detailed reports. Alert for abnormal situations such as prolonged silence or one-way conversation.

Conversation Summary & Topic Identification

Integrated Generative AI to summarize content and identify call topics based on specific business operations.

Customer Sentiment Recognition

In-depth analysis of vocal characteristics such as vocabulary, tone, and volume to recognize customer emotional nuances and their state at the end of the call.

Speaker Diarization & Recognition

Convert conversations into text with clear separation between customers and agents. Transcribed text is automatically normalized with punctuation, capitalization, and technical terminology recognition.

Agent Scoring

Recognize and analyze agent conversation content based on voice and keywords. The system identifies violations according to a predefined scoring criteria set.

API Integration

Compatible and easily connectable with PBX (Switchboard) and CRM systems via API.

VNPT AI Assistant