Aim of the application and benefits

The Call-Assistant supports communication workers in the call center in greeting a customer and thus in getting the conversation off to the right start. The beginning of a conversation is crucial for its entire course. The goal is to use the earliest possible moment to assess the current emotions, needs and motivations of the call participant.

Basis of the analysis

The analysis of the Call-Assistant is carried out on the basis of the paraverbal communication channel. This means that everything that “resonates” in the voice is used.

The simple client, which has to be installed on the PC of the communication worker, sends the paraverbal data of the greeting to the sense.AI.tion-cloud-sytem. There, these are subjected to a TwentyFive analysis by an AI system. As a result of the analysis, a suggestion for the conversation starter is presented to the communication worker. These suggestions depend on the project being communicated about and can be stored in the system by the workgroup leader. Of course, the essential motivation of the conversation partner is also displayed according to TwentyFive.