# brumby.ai

> Speech Analytics & AI Agents for Contact Center


## Posts

- [Purpose Detection](https://brumby.ai/en/purpose-detection/): What drives your customers to reach out? 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.
- [Sentiment Analytics](https://brumby.ai/en/sentiment-analytics/): Discover how your customers truly feel when they interact with you. Sentimental Analytics Scientific research shows that most of the decisions we make in life are heavily influenced by emotions. Yet, in many contact centers, analysis still focuses almost exclusively on hard data and metrics. Not only does science support this, but every contact center team leader knows that the hardest part of handling a call is managing the customer’s emotions. Now, imagine having a tool that clearly identifies the different emotions of both customers and agents in every call. This emotional discovery process allows you to take action in your
- [Sales Validation](https://brumby.ai/en/sales-validation/): AI-Powered Speech Analytics for Sales Validation ChatGPT Plus Ensuring that sales are accurate, transparent, and compliant with legal regulations is a must. Failing to do so can lead to financial penalties and, even more critically, damage your brand’s reputation with clients. Brumby’s mission: Reduce the cost of manual sales audits and automate the entire process. ChatGPT Plus We’ve developed an advanced Speech Analytics system powered by artificial intelligence (AI), designed to transform how Contact Centers validate their sales. Our system doesn’t just listen it understands context, identifies patterns, and ensures every sale meets the highest standards of quality and compliance. How
- [Fraud Detection](https://brumby.ai/en/fraud-detection/): Crack Detection with Speech Analytics   We see this feature in Brumby like having health or car insurance: you want to have it to be protected against potential fraud by an employee, but ideally, the alerts should always remain at zero. With Brumby, you can easily set up detection for terms like “password,” “PIN,” “key,” or any mention of sensitive data. When these terms are detected in an inappropriate context, automatic alerts are generated so you can take immediate action with the agent involved. The benefits of detecting non mandatory data: Customer protection: Prevents clients from sharing sensitive information that could
- [QA Compliance](https://brumby.ai/en/qa-compliance/): Brumby: Your Key to Regulatory Compliance Ensuring process compliance in a contact center is crucial for business success and continuity. That’s why quality analysts need advanced tools that allow them to evaluate service quality, understand customer perception, and audit calls efficiently within user friendly environments that make their work easier. At Brumby, we share this vision and provide a platform designed to optimize the process. Our solution enables analysts to create clusters of recordings using advanced filters that go beyond traditional methods, helping them select the most relevant calls for auditing. Once a call is selected, analysts gain access to much
- [AI Powered Mentoring](https://brumby.ai/en/ai-powered-mentoring/): AI: Your Best Ally for Coaching and Mentoring Sessions At Brumby, we’re passionate about management, and one of our founding goals is to enhance the work experience within Contact Centers. With this in mind, we believe that combining coaching and mentoring techniques is the best way to support the daily work of middle managers, analysts, and agents. This blend of mentoring and coaching, known as the “mentor coach” approach, brings together the best of both worlds for more comprehensive development. From Coaching: Uses powerful questions and reflective techniques to help individuals explore their own ideas, set goals, and make decisions independently.
- [E-learning](https://brumby.ai/en/e-learning/): E-Learning for Contact Centers That Play to Win In your Contact Center, every conversation counts. Every call, message, and interaction is an opportunity to win, not just customers, but also trust, efficiency, and results. But to achieve this, your agents need more than a script; they need preparation, agility, and confidence in every word they speak.. Train to Win In the contact center game, knowledge is power. With Brumby, you get a centralized system to manage training content tailored to the specific needs of each campaign. Every evaluation, every analyzed conversation, is transformed into learning modules designed to sharpen skills and
- [Agent Assistant](https://brumby.ai/en/agent-assistant/): In your Contact Center, every second counts Agents need fast, accurate answers to get their job done and Agent Assistant is here to make sure they have them. This virtual assistant, powered by generative AI, lets agents access manuals and content directly from Brumby’s eLearning platform. The result? Less time searching for information and more time solving problems. How it works   Brumby Assistant is connected to the Brumby Academy knowledge base. Every manual, policy, or procedure becomes a ready to use answer. By simply typing a question into the chat, agents get accurate, up to date information in seconds. Speed:
- [Personal Score](https://brumby.ai/en/personal-score-2/): Custom Data Dashboards for Contact Centers In the fast-paced world of real-time contact centers, having clear, accurate, and relevant information is essential to achieving your goals. At Brumby, we’ve developed custom data dashboards that leverage  dimensions, hierarchies, data nesting, KPIs, and drivers. This combination ensures that every user profile has exactly the information they need to stay focused on their goals. How critical is an information dashboard? Imagine piloting a flight without an information dashboard. Now take it a step further: how effective could an air traffic controller be without accurate, detailed information on every flight they oversee? In your operation,
- [QA Automation](https://brumby.ai/en/qa-automation/): Auditing every conversation is possible with Brumby QA Automation In traditional monitoring methods, supervisors review a limited sample of calls, focusing on predefined criteria like courtesy or script compliance. While this approach works, it’s limited. It’s time to leverage 100% of your conversations to uncover and identify hidden patterns in calls that were never audited. How Brumby QA Automation works: Brumby lets you set up custom evaluation templates for human analysts, tailored to your business needs. As analysts complete these evaluations, their responses feed a knowledge base that our AI engine uses to learn and optimize. Through this continuous learning, the
- [Trending Topics](https://brumby.ai/en/trending-topics/): What do your customers really care about? How to identify trending topics in your Contact Center It’s a fact: our customers send us signals about their interests, needs, and pain points in every conversation they have with our Contact Center. And yet, much of that data slips through the cracks unused and lost. Now imagine being able to identify, cluster, and analyze those key topics that emerge during calls, revealing what truly matters to your customers. That’s where Brumby’s smart tags come into play. Stop reacting only to traditional performance metrics, start using trending topics to lead the conversation with your
- [This is us](https://brumby.ai/en/this-is-us-2/): We are Brumbies. And we won’t stop. One afternoon, while searching for the perfect name for our company, fate led us to discover the story of the Brumbies. Wild horses roaming the Australian Alps with total freedom — united by their untamed spirit and their ability to defy the status quo. They don’t follow imposed rules. They’re not afraid to break the mold. They simply are who they are. And in that moment, everything clicked. At Brumby, we share that very same spirit: collaboration as our flag, a passion for transforming contact center work, and a constant drive to challenge the
- [The tech explorers](https://brumby.ai/en/the-tech-explorers/): Explorando e innovando No somos los más grandes. No tenemos un imperio detrás. Pero tenemos algo mejor: velocidad, estrategia, pasión y un conocimiento profundo de una operación de Contact Cetner  Sabemos que la tecnología puede ser un campo de batalla desigual. Los gigantes dominan, las reglas están escritas y las puertas cerradas para muchas empresas. Hasta ahora. Hemos llegado para cambiar el juego. Speech Analytics sin barreras. IA al alcance de todos. Llevamos el poder de Data, Text y Voice Analytics a quienes antes solo podían mirar desde afuera. https://vimeo.com/manage/videos/1062096643/98bc1c4503 Somos exploradores tech Somos un equipo de exploradores. Ingenieros, diseñadores, estrategas,
- [Our Mission](https://brumby.ai/en/our-mission/): Exploring and innovating We’re not the biggest. We don’t have a massive empire behind us. But we’ve got something better: speed, strategy, passion, and deep expertise in contact center operations. We know technology can be an uneven playing field. The giants dominate, the rules are set, and doors are closed to many companies. Until now. We’re here to change the game. Barrier-free Speech Analytics. AI within everyone’s reach. We bring the power of Data, Text, and Voice Analytics to those who were once left watching from the outside. https://vimeo.com/manage/videos/1062096727/206c6f985b We are tech explorers We’re a team of explorers. Engineers, designers, strategists,
- [Business KPI](https://brumby.ai/en/business-kpi/): The data is there. Make it matter. It’s not just about filling out reports. It’s about understanding what really matters. At Brumby, we don’t settle for simply tagging conversations with detected values like “sentiment, tags, categories, intents.” We go further. Over 100 KPIs, an interactive, intuitive, and customizable dashboard, and valuable insights to turn every conversation into a competitive advantage. If you want to exceed your customer’s expectations, you first need to understand them. Alongside traditional KPIs, you’ll find metrics like speech rate, filler words, mute time (no, it’s not the same as putting someone on hold), sentiment, root causes, patterns.

## Pages

- [Brumby Workforce](https://brumby.ai/en/brumby-workforce/): Workforce Engagement WFE WFM, E-learning & Gamification for Contact Center. Shift and Schedule Management Management by Objectives E-learning and co-pilots Gamification It’s time to take the first step Open AI – LLM utilizado para analizar conversaciones en el proceso de Speech Analytics META: Integración de conversaciones en Redes Sociales a Speech Analytics Ejecución local de modelos de lenguaje para Speech Analytics Frontend del software SaaS de Speech Analytics Automatización de workflows y subprocesos del SaaS Speech Analytics Visualización de datos obtenidos del SaaS de Speech Analytics Infraestructura cloud para el SaaS de Speech Analytics Optimize Your Operations with Dojo WFM Goodbye
- [Information Security](https://brumby.ai/en/information-security/): Brumby Information Security 20 de julio de 2025 Information Security At Brumby, security and trust are fundamental pillars of our AI-based services. We consider information to be a critical asset and are committed to protecting the data of our clients, users, and partners at all times. We implement information security practices aligned with recognized industry standards, focused on safeguarding the confidentiality, integrity, availability, and privacy of information. Our security measures are defined through a risk-based approach, taking into account the criticality of the systems and the data we process. We work continuously to prevent, detect, and respond to security incidents, strengthening
- [Privacy Policy](https://brumby.ai/en/privacy-policy/): Brumby Privacy Policy 20 de julio de 2025 Introduction At Brumby, we respect and protect the privacy of all individuals who interact with us, in compliance with Regulation (EU) 2016/679 (General Data Protection Regulation — GDPR) and Organic Law 3/2018 on the Protection of Personal Data and the Guarantee of Digital Rights (LOPDGDD). This Policy describes how we collect, use, store, and protect the personal data of individuals who visit our websites, request information, establish commercial contact, register for product demonstrations, or attend events organized or sponsored by Brumby. For the purposes of this Policy, the term “Website” refers collectively to
- [Artificial Intelligence Policy](https://brumby.ai/en/artificial-intelligence-policy/): Responsible Artificial Intelligence Policy 20 de julio de 2025 At Brumby, we believe in artificial intelligence at the service of people, developed and used in a safe, ethical, and transparent manner.Our commitment is to ensure that all AI-based solutions we design or integrate respect fundamental rights, privacy, and social values. Brumby applies principles of legality, fairness, safety, explainability, and human oversight throughout the entire lifecycle of its AI systems—from design and training to deployment and continuous improvement—ensuring that automated decisions are understandable, auditable, and fair. We only use data obtained through legitimate means and apply advanced protection measures to prevent bias,
- [IA Agent by Brumby](https://brumby.ai/en/ia-agent/): AI Agent Sensei AI Sensei is an AI Agent for Contact Centers, designed to enhance the efficiency and performance of managers, supervisors, and agents. It instantly answers any business-related question based on each collaborator’s role and profile. It’s time to take the first step Open AI – LLM utilizado para analizar conversaciones en el proceso de Speech Analytics META: Integración de conversaciones en Redes Sociales a Speech Analytics Ejecución local de modelos de lenguaje para Speech Analytics Frontend del software SaaS de Speech Analytics Automatización de workflows y subprocesos del SaaS Speech Analytics Visualización de datos obtenidos del SaaS de Speech
- [Book a demo](https://brumby.ai/en/book-a-demo/): The time has come to take the first step The time has come to take the first step Try it free for 30 days. No commitment. No charge Best market price guaranteed Installation in just 10 days Linkedin-in Whatsapp Instagram Aviso: Se requiere JavaScript para este contenido.
- [News](https://brumby.ai/en/news/): QA Compliance Mentoring con IA E-learning Personal Score QA Automation ChatGPT Plus Speech Analytics for Contact Centers Information Speech Analytics for Contact Centers Information ALL POST WORK EXPERIENCE SPEECH ANALYTICS INSIGHTS ABOUT BRUMBY INSIGHTS Más de 100 KPIs Los datos están ahí, haz que cuenten. No se trata solo de llenar informes. Se trata… Leer más ABOUT BRUMBY Nuestra Misión Explorando e innovando No somos los más grandes. No tenemos un imperio detrás. Pero tenemos algo… Leer más ABOUT BRUMBY Los Exploradores Tech Explorando e innovando No somos los más grandes. No tenemos un imperio detrás. Pero tenemos algo… Leer más
- [AI Speech Analytics](https://brumby.ai/en/ai-speech-analytics/): Speech Analytics With AI Data, Text & Speech Analytics for Contact Centers Audio-to Text Transcription Generative AI Analysis QA Automation Predictive Analytics It’s time to take the first step Open AI – LLM utilizado para analizar conversaciones en el proceso de Speech Analytics META: Integración de conversaciones en Redes Sociales a Speech Analytics Ejecución local de modelos de lenguaje para Speech Analytics Frontend del software SaaS de Speech Analytics Automatización de workflows y subprocesos del SaaS Speech Analytics Visualización de datos obtenidos del SaaS de Speech Analytics Infraestructura cloud para el SaaS de Speech Analytics SPEECH ANALYTICS FOR CONTACT CENTERS Turn
- [home](https://brumby.ai/en/home/): SPEECH ANALYTICS & WFE Optimize Your Contact Center with Speech Analytics If you’re looking for different results, it’s time to change your strategy: Speech Analytics and WFE for Contact Centers. It’s time to take the first step Open AI – LLM utilizado para analizar conversaciones en el proceso de Speech Analytics META: Integración de conversaciones en Redes Sociales a Speech Analytics Ejecución local de modelos de lenguaje para Speech Analytics Frontend del software SaaS de Speech Analytics Automatización de workflows y subprocesos del SaaS Speech Analytics Visualización de datos obtenidos del SaaS de Speech Analytics Infraestructura cloud para el SaaS de

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