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Calculus AI for Email and Call Analysis

L
Lavanya R
24 May, 2024 - Updated 5 days ago
Table of Contents

Introduction

 

Calculus AI analyzes the conversions you have with your customers. The content can come from voice recordings, transcripts, or emails. 

Email Analysis

Vtiger CRM typically allows you to track email interactions with leads and customers. 

With email tracking enabled, you can see when an email was sent, opened, and if any links within the email were clicked. Calculus AI uses artificial intelligence technology (AI) to analyze the content and context of emails. 

This helps to extract meaningful insights, patterns, and sentiments from emails, automate tasks related to email processing, and improve overall email management and productivity into engagement levels and the effectiveness of email subject lines and content.

AI can be used to perform sentiment analysis on the text of emails. By analyzing the tone and emotions expressed in emails, one can gain insights into customer satisfaction, identify potential issues, and prioritize responses.

Structured data from emails, like contact information, dates, and event details, can be extracted by AI. This information can then be automatically added to the CRM or other systems.

Managers can utilize the  Email Analysis feature to effectively coach their teams, identify best practices, and enhance their email communication strategy. By gaining insights into email patterns, customer sentiments, and performance metrics; managers can optimize email communication for better engagement, efficiency, and effectiveness. Regularly reviewing and interpreting email data is crucial to ensure continuous sales performance and customer engagement improvement.

Chat Analysis

Chat Analysis is the analysis of conversations in Live Chat sessions or chat interactions between customers and agents. Chat analysis aims to gain insights from the chat data to improve customer support, enhance agent performance, and better understand customer needs.

It helps evaluate the agent's response and performance in chat interactions to identify areas of improvement, provide training, and measure customer satisfaction. The time taken by agents to respond to chat inquiries can be monitored to provide timely support.

Voice Analysis

Voice Analysis refers to using artificial intelligence (AI) and voice recognition technologies to analyze and extract insights from recorded voice interactions, such as phone calls with customers.

With Voice analysis, phone calls can be automatically transcribed into text to enable keyword and sentiment analysis. It helps identify frequently used keywords or phrases in voice conversations to understand customer needs.

The tone, and sentiment of voice interactions can be analyzed to gauge customer satisfaction and identify potential issues or opportunities.

Feature Availability

This feature is available in One Professional and One Enterprise editions in Vtiger CRM.

Benefits

The following are the benefits of Email and Call Analysis for Coaching:

  • Performance Evaluation - Email and call analysis provide valuable performance data for customer-facing teams. Managers can assess the number of emails and calls, response rates, open rates, call durations, and other metrics.
  • Identify Top Performance - Through email and call analysis, sales managers can identify top-performing sales representatives who consistently achieve high response rates, conversions, or successful call outcomes. This information can be used to understand best practices and share them with the rest of the team.
  • Enhance Customer Interactions - Email and call analysis provide insights into customer engagement and response patterns.

In this article, you will learn about:

  • Analyzing emails for a better understanding
  • Analyzing calls

Key Terminology

Key Term

Definition

Meeting Actions

The actions or next steps are taken, as discussed during the call or in a meeting.

Mood

The mood of the conversation of the sales rep with the client.

Rate of Speech

The rate at which the sales representative is conversing with the customer.

Talk-to-Listen Ratio

The percentage of time sales reps spoke during a client call.

Email and Chat Analysis for Coaching

 
 
 

Emails

  • Calculus AI does the following: 
    • Helps you identify areas of improvement -  It looks for grammatical errors and completeness of response.
    • Act as an email reply assistant - Information is available at your fingertips when you have to reply to a prospect or a client with the help of the Ask Calculus AI feature. You can type and get answers from the GPT. This Ask Calculus AI feature is available in all the modules in the CRM.

Call Analysis for Coaching

Phone Calls

  • From voice recordings and transcripts, phone calls generate the following data
    • Rate of Speech -is automatically calculated to determine if the sales rep is speaking too fast or too slow. Once the phone calls are analyzed, conversations that require manager reviews are automatically flagged. 
    • Mood - Mood is also analyzed, with Calculus detecting the sales rep's tone to determine whether they speak passionately or read from a script.
    • Talk-to-Listen Ratio - This reveals the percentage of time your sales reps spoke during a client call. Ideally, agents should speak for only 50-60% of the conversation between them and the customers. 
    • Meeting actions - Meeting actions are also identified, including any action items or next steps discussed during the call, and sales and support reps are notified accordingly. 

The above information is available in the Coaching module. This data is used in the form of transcripts, voice recordings. Calculus AI is used in Marketing, Sales, and customer support teams. However, the Ask Calculus AI icon is available for all modules. 

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