Invoca has added enhancements to Signal AI suite - its conversation intelligence offering - and introduced Signal AI Studio, a new solution that enables businesses to create custom AI models that surface insights from phone conversations.
“Businesses are getting inundated with claims of AI’s vast promise, but few solutions have made a meaningful difference in helping companies grow revenue. With Signal AI, you don’t need to be a data scientist to unlock the power of AI. Now, any user can drive revenue by unlocking breakthrough insights from the buying journey, especially the 'moment of truth' where consumers make critical purchase decisions. AI models custom-trained for your business deliver the most accurate insights, and now with Signal AI Studio, marketing and contact center teams can create them faster than ever,” said Nathan Ziv, Senior Vice President of Product at Invoca.
No conversation left unturned
Signal AI allows businesses to extract marketing, sales, and CX insights from every conversation to improve ROAS, call conversions, and reputation. A few months back, Invoca implemented generative AI capabilities along with Large Language Models (LLMs) to help companies fuel growth and acquire more customers through actionable insights.
Now, the company has made a number of key updates to the suite to help enterprise brands leverage AI even more. Signal AI Autocapture uses AI-powered named entity recognition (NER) to extract relevant first-party data from conversations to supplement the customer profile and improve marketing and sales efforts. In automotive use cases, the capability can extract the vehicle's year, make, and model in which the caller expresses interest.
Powered by generative AI LLMs trained on over 700,000 hours of audio data, the new transcription engine turns call recordings into text with almost high accuracy and a low word error rate.
Finally, Invoca replaces simple speech analytics solutions with "fine-tuned" neural network models to categorize caller and agent sentiment separately. Contact center managers can see metrics like how effectively each agent turns a caller's negative sentiment into a positive resolution.
Custom AI models at your fingertips
Signal AI Studio enables businesses to train custom AI models trained on business calls to detect meaningful insights from every customer conversation. This way, revenue teams can optimize marketing spend and agent performance by surfacing previously unknown insights.
With the studio, anyone can understand caller intent and product or service interest, the conversation outcome, topics discussed, and the agent's performance on the call. To create a custom model, the user only needs to type the insight they want to detect, and the studio will show specific moments from relevant calls to review. Further, it creates an algorithm to classify similar conversations in the future.
Companies can integrate Invoca with Google, Facebook, Adobe, and Salesforce, to keep data up to date and automate follow-up actions.
