General Product Information
What is Brilliant’s Conversation Analysis?
Brilliant’s conversation analysis is an AI-based solution that analyzes calls and chats within contact centers. It converts audio into text, identifies topics, sentiment, and patterns, and summarizes the results into clear insights in Brilliant Navigator. The goal is to provide both operational and strategic improvements – to coach agents, strengthen customer interactions, and drive long-term development of service and efficiency.
How does the conversation analysis work?
After a call ends, an audio or chat file is uploaded to Navigator. The file is converted to text, anonymized from personal data (PII), analyzed by AI, and results in key metrics, summaries, and insights – all within Brilliant’s data protection framework.
What are the benefits?
You gain an objective and continuous view of how interactions between customers and the contact center perform – what works well, what can be improved, and how efficiently issues are resolved. On a management level, conversation analysis becomes a valuable data source linking customer experience, quality, and operational performance.