Live Conversational AI
Say goodbye to post-call number crunching – Live Conversational AI gives you real-time insights and on-the-fly coaching while your agents are still on the call, transforming every conversation into a seamless, intelligent experience.
Enhanced Agent Performance
Real-time guidance and sentiment analysis help agents respond more effectively and empathetically during live calls.Handle Complex Conversations
Maintains context across multiple turns of conversation, allowing for more engaging and coherent interactions.Actionable Feedback
Collects and analyses feedback during interactions to identify service gaps and opportunities for improvement.Understanding the nuances
Fire understands the nuances and context of human language for a more accurate interpretation of user intent and sentiment.Multilingual Support
Provides seamless communication in multiple languages, breaking down barriers and expanding global reach. Can be offering transcription to the agent as a call is happening.Boosted Conversion Rates
Engages prospects in real-time, providing instant answers and recommendations, which can lead to higher conversion rates.Data-Driven Insights
Captures valuable interaction data for continuous improvement and more informed business decisions.Emotional Intelligence
Uses sentiment analysis to detect customer emotions and adjust the tone and approach accordingly, improving rapport and customer satisfaction.Compliance and Accuracy
Ensures conversations adhere to compliance guidelines and provides accurate information, reducing the risk of errors.Continuous Learning
The more you use it the better it gets. Over time it is always learning and adapting to evolving user needs and preferences.Call Recording
Using multi-channel call recording with evaluation gives you insight into how your customers are interacting with your organisation.Conversational AI is elevating the customer experience
Sentiment analysis identifies positive, neutral, or negative sentiment, and calculates an overall sentiment score. It can provide sentiment on a word level, as well as for sentences, paragraphs and segments.
Call tracking and analytics
Classify calls on sentiment, keywords and phrases.
Dynamic triggers
Monitor for key words as the call is taking place. Gain insights into reoccurring themes — such as ‘Cancel my contract.’
Call driver monitoring
Track caller intent and top call drivers. Understand why customers are calling and make improvements. Identify and mitigate small issues before they become big ones.
Agent performance
Drive coaching and deliver insights to frontline supervisors without the need to manually listen to every single call. Identify key moments in calls to better focus agent coaching and monitor poor performing agents.
Sentiment analysis
Streaming transcription enables intelligent routing of your most dissatisfied callers to specialists to mitigate churn and repeat calls.
Agent assist
Streaming transcription enables live call analytics that enhance agent productivity with real-time guidance, increases positive outcomes, and reduces average handle time.
Quality assurance and compliance
Ensure regulatory compliance and adherence to company policies, standard operating procedures, and agent sales strategies.