Call Canvas Analyzer

Call Canvas Analyzer is a cloud-native, AI-driven analytics solution engineered to transform raw contact center interactions into structured, actionable business intelligence. By integrating advanced speech-to-text processing with large language models (LLMs), the platform automates the evaluation of customer-agent dialogues. This solution is specifically designed to help organizations in highly regulated sectors—such as banking, financial services, and telecommunications monitor compliance, improve service quality, and identify operational inefficiencies at scale.

Key Features:

- Automated Conversation Intelligence: Converts audio recordings or raw transcripts into high-fidelity summaries and structured data, eliminating manual call auditing.

- Sentiment & Engagement Mapping: Features a sentiment timeline and engagement risk scoring to pinpoint exact moments of customer frustration or potential escalation.

- Agent Performance Benchmarking: Provides objective metrics, including talk-to-listen ratios and inferred CSAT scores, to measure agent effectiveness and communication style.

- AI-Driven Recommendations: Generates proactive insights and next-best-action suggestions based on the context of the conversation to improve future customer outcomes.

- Flexible Ingestion & Deployment: Built as a containerized, cloud-native application that supports various input formats and integrates into existing contact center workflows for both real-time and post-call analysis.

Deliverables:

- Comprehensive call transcripts and multi-dimensional call summaries.

- Visual sentiment trends and customer emotion tracking per interaction.

- Structured agent performance scorecards and engagement metrics.

- Actionable reports identifying customer pain points and compliance risks.

- Deployment-ready container image for seamless integration within AWS environments.