Contents of this Article Introduction: Enhanced Multilingual SupportExclusive Features for Silver and Gold CustomersFlexible Language Preference SettingsLanguage Options for Conversation CampaignsBenefits of Setting a Language PreferenceFAQs Introduc...
Contents of this Article Compliance RequirementsUnderstanding PCI DSS and Invoca's Role in Protecting your DataInvoca’s PCI CertificationHow Invoca Protects Your Data: RedactionRedaction Sensitivity Levels Compliance Requirements Redaction levels at ...
Contents of this Article TranscriptionTranscription DetailsPhrase SpottingPhrase Spotting Details Transcription This document provides an overview of how our transcription system works. It highlights the differences in how spoken phrases are interpre...
Contents of this Article General OverviewPermissions for Marking a Call as “Reviewed”Benefits of Marking a Call as “Reviewed”Mark a Call as “Reviewed” in Invoca Filter CapabilitiesReportingDashboard Tiles General Overview The "Mark Call as 'Reviewed'...
Contents General OverviewGetting StartedAdmin Setup and EnrollmentAgents Voice ID Enrollment and ExperienceGo Live and Manage UsageImportant Best Practices General Overview Agent Voice ID from Invoca uses voice biometric technology to automaticall...
Contents of this Article General OverviewInvoca Plans Eligible for AI Call SummariesDifferent Paths to View AI Call Summaries in InvocaDisable AI Call Summaries General Overview AI Call Summaries provide a concise but detailed summary of your calls r...
What's the magic word in your phone calls? Keyword Spotting is an Invoca feature that lets you set a word or phrase as a "keyword", then uses AI to detect every call in which that keyword is spoken. You can specify whether you need that keyword to be...
In your Invoca account, Signals are a powerful tool for providing feedback on what happened during your phone calls — but sometimes they don't capture the whole story. Sometimes a Signal, especially one that relies on voice and Signal AI technology, ...
Your Invoca account can help you salvage high intent calls that didn't result in sale. This article will help you configure Invoca to identify calls that weren't properly received into your call center, then track them on your Invoca dashboard for ea...
Scorecards are a feature in your Invoca for Contact Center account that let you evaluate a phone call based on multiple, customizable criteria. Using scorecards will help Sales Managers measure the performance of their team, provide coaching opportun...
Signal Discovery is a first-of-its-kind conversational analytics tool that analyzes your phone calls for you. This feature of Signal AI uses machine learning to identify common themes and topics in your conversations, then makes it easy to create new...
If you field phone calls to your Invoca account in languages other than English, you can still capture Signal insights from the words spoken during those phone calls — using either rule-based Signals that to spot specific phrases, or Signal AI to ana...
Although your Signals are important to your business, you might not always want to evaluate them on your phone calls — especially Signals that have an associated cost to process. That’s why it’s very easy to pause and unpause your Signals any time yo...
When you upload Signal insights or Marketing Data values from your phone call data to your Invoca account using our file upload features, sometimes it takes extra effort to format your data correctly. This can be for a number of reasons, including fo...
In your Invoca account, you can use a feature called Signal AI to automatically recognize insights in your phone calls to report success events — such as when a purchase is made — in real-time. To train your Signal AI to recognize those insights, you...
Your Signal AI insights improve by learning from the data in your own phone calls. When you provide your Signal AI with training data, the predictive power of that Signal is reflected in your Signal AI accuracy score. Here's how to view the accuracy ...
This article describes a set of features in open beta, and details of these features may be subject to change. Please contact your Customer Service Manager if you'd like to participate in this beta. Industry Signals are a set of Signals we've buil...
Signal AI is a powerful tool for gathering and acting on your call intelligence in real-time, based on machine learning. In order for your Signal AI to learn to classify your calls correctly, however, it has to be taught.Whether you arecreating a new...
What are the most important insights your business can learn from your phone calls, and how can you capture them in real-time? In your Invoca account, you can use a feature called Signal AI to automatically recognize patterns in your phone calls to r...
Calls Detail Report1. When you create a signal, a new column with the Signal name appears in reporting. 2. A gray "X" indicates that the Signal was not met, and a Checkmark indicates that the Signal was met.Important Note: When exporting these result...
