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 complete and 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.
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