Kaisa leverages the power of AI to analyse telephone calls in your account and produce a structured data set that can be used on different products and tools. From understanding the intent and summarising calls to extracting key values from conversations to better understand what your customers and agents are talking about. 

Requirements ✅

To start using our AI Call Analytics service, there are two steps to follow.

• Call Recording: Kaisa needs to record calls in order to analyse and extract information from these engagements. Make sure Call Recording is active in your account, or if this feature is not available to you please contact your Customer Success manager in Kaisa or our Support team. 
• AI Call Analytics needs to be enabled in your account in our backend, please get in touch with our Support team so we can get things set up for you. Some commercial requirements. may be needed to start using this feature if it's not included in your agreement with Kaisa. 

How does it work?

With the power of AI, we will analyse each phone call and extract several parameters from it, from organisation details to conversation topics (extracted thanks to pre-built prompts and logic from our engineers, to look for information relevant for you). 

Our system will search and study the following conversation topics:

• Human connection: A conversation happened between 2 humans.
• Availability: Discussion around the availability of the car
• Detailed enquiry: Specific questions from the Buyer around the item of interest, like previous owners, price, mileage, condition etc... 
• Trade-In: Discussion around trading in an item
• Financing: Discussion around financing, loan, leasing, etc...
• Appointment: Discussion around booking a physical appointment, coming in tomorrow, for a test drive, etc...
• Hold/Deposit: Discussion around holding a deposit / reservation for the item of interest
• Purchase Agreed: Purchase of the item of interest agreed or confirmed
• Callback: Call back for a later time agreed
• Call Disposition: Classifies how the call concluded

Industry Verticals

The service supports industry-specific configurations with tailored terminology, topics, and categories.

Automotive

Real Estate

When the call ends, all this information will be readily available for you in our Explore tool in the Calls view. 

You can use the "Columns" button to add any value of relevance to your report:

Features

• Call Summary: a Summary of the phone call to easily understand the theme of the conversation. 
• Conversation Topics: Topics extracted based on the topics previously described above.
• Physical Appointment: The AI will understand if the customer will physically visit the seller's premises. 
• Human Connection: The AI will understand if two humans talked in the conversation.
• Inventory Status: The AI will understand if the vehicle the caller is enquiring about is still available. 
• Pick Up Detection: The AI will understand if the Caller reached a Voicemail or an IVR.

And clicking on any call will show a Summary of the call, a button to listen to the full recording, and the different Conversation Topics captured by our AI:

For Developers

All data extracted by the AI can also be extracted using our rest API, you can read more about it here. And for PIN Callback solutions using AI analytics, you can use this resource.