Invoca’s Agent Voice ID uses AI voice biometric technology to capture agent data on every call. This new feature creates a “voiceprint” of each call center agent’s voice that acts as a unique identifier with ~95% accuracy. The result is that an agent name is attached to each call recording and transcript in a seamless, scalable way without the need for manual uploads or integrations. Creating agent voiceprints is a simple process and accessible through a simple UI that displays each agent’s name and voiceprint status. This significant new enhancement bolsters Invoca’s existing Automated Call QA features:
The ability to track and score every call to get a completeand objective view into agent call handling, Sales KPIs and call quality
Automated, pre-built agent scorecards to track performance and script compliance
Call recordings and transcripts that allow commenting and coaching immediately after the call ends
See it in action in the video below and read more in this blog post.