Machine Call Scoring

As much as they would like to, call centers cannot afford to score 100% of recorded calls using human scoring. Using VoiceBase’s Predictive Insights solution based on machine learning technology customers can score all their calls and save money. This also improves consistency when comparing one agent to another, or when measuring one interaction to another.

Machine Call Scoring

As much as they would like to, call centers cannot afford to score 100% of recorded calls using human scoring. Using VoiceBase’s Predictive Insights solution based on machine learning technology customers can score all their calls and save money. This also improves consistency when comparing one agent to another, or when measuring one interaction to another.


Confidence For Every Result

VoiceBase Analytics and Insights features all provide a confidence score for each result. This allows call centers to quickly see how closely this call matched the training data. For example, if VoiceBase was predicting if a customer was close to cancelling, and provided the result, “yes” with a confidence score of 91%, that would indicate that the call very closely matched the pre-tagged calls that other customers had made prior to cancelling their service.

Confidence For Every Result

VoiceBase Analytics and Insights features all provide a confidence score for each result. This allows call centers to quickly see how closely this call matched the training data. For example, if VoiceBase was predicting if a customer was close to cancelling, and provided the result, “yes” with a confidence score of 91%, that would indicate that the call very closely matched the pre-tagged calls that other customers had made prior to cancelling their service.


Signal “X”

VoiceBase can identify any event for which training data is provided. Here are a few common classifications.

  • Was an order placed?
  • Was an appointment made?
  • Is this a Hot lead or Non-prospect?
  • Is this account about to cancel?
  • Is this a 1st time caller?
  • Positive/negative comments
  • Voicemail detection

Signal “X”

VoiceBase can identify any event for which training data is provided. Here are a few common classifications.

  • Was an order placed?
  • Was an appointment made?
  • Is this a Hot lead or Non-prospect?
  • Is this account about to cancel?
  • Is this a 1st time caller?
  • Positive/negative comments
  • Voicemail detection