Call Journey Adds Text-Based Analytics

Call Journey has added advanced text analytics and real-time workflows to its VoiceAI solution, allowing users to capture and analyze text-based communication channels, such as email and live chat.

The expanded capability for text-based communications uses neural network technology and natural language processing to analyze text sentiment and content, categorizing it automatically for post-engagement review.

Additionally, Call Journey has added real-time workflows that to speed response times to inbound enquiries, routing customer interactions to the right team or individual and prioritizing urgent issues or alerting supervisors when required.

"At Call Journey we never stop improving and innovating around our conversation analytics solutions for our major customer markets," said Paul Humphrey, Call Journey's co-founder and CEO, in a statement. "With many organizations adopting more digital channels, it's only natural that we offer analytical solutions and value across all customer conversations."