ChatGPT Plus
More than words, it’s about intentions
Conversations aren’t just strings of words; they’re filled with emotions, goals, and specific needs. With Brumby, we don’t just detect keywords or phrases used by customers—we uncover the purpose behind what they’re saying.
Identifying the purpose of each call allows for more advanced cross-indicator analysis.
For example, we can take AHT (Average Handling Time) to the next level: instead of measuring the average time per call as if all calls were the same, we can measure the average time per intention.
This is a game-changer for operational analysis. A 20-minute call that seems over the target time (if analyzed only by average call duration) could actually be optimal if we analyze it by average time per intention and see that it resolved five different issues.
And AHT is just one example—it also applies to FCR (First Call Resolution), identifying which intentions weren’t resolved in a single contact, transferred call rates, or any other KPI you want to analyze from this new dimension.
Why Brumby?
At Brumby, we understand that knowledge is more than just generating and collecting data. Unlike traditional tools that focus solely on “insights,” we take it a step further by transforming data into actionable knowledge that truly drives your business forward.
To analyze trending topics, we use two key approaches:
Your topics of interest: Defined through custom “Tags,” such as “angry customer.” We create a ranking of these Tags so that they’re not only labeled in the calls but also provide you with trend analysis.
Trending topics for your customers: We identify the most common expressions in free text and generate a ranking of frequent topics, helping you gain deeper insights into their concerns and needs.
Stop reacting solely to traditional performance metrics and start leveraging trending topics to take the lead in your customer conversations.
