Overview

Lumoa has the ability to use speech to text transcribing of voicecalls, then take that text and upload it to your Lumoa dashboard. This will allow you to view your voicecalls with all of Lumoa’s incredible analytics tools, such as sentiment analysis to tell if the call was positive or negative, topic tracking so you can be automatically notified if a customer calls in to cancel, or root causes of the call and the customers issue. This document will cover everything surrounding call analytics in Lumoa, such as benefits of having call analytics, requirements for setting up a connection, and what changes in Lumoa after the data has been uploaded.

We have a Webinar with one of our founders if you would rather get this information in video form!

How Voicecalls can help drive your business

Automated call transcription​ - All of your calls immediately transcribed to text format
Automated topic & sentiment detection​ - Lumoa tells you what was talked about in the call, and whether those topics were discussed positively or negatively
Separate analytics of what customer said and what agent said​
Trending topics​ - You will be able to determine new topics your customers are talking as they gain popularity, such as customers talking about new features after an update
Benchmarking topics and sentiments - Such as between agents or different IVR selections or call lengths​
Link call analytics with the score results - You are able to see which NPS, CSAT, etc, score is associated with each call
Search for calls with a certain topic – You can use the Lumoa search function to find specific calls mentioning key words or phrases
Create automated triggers - Immediately be notified when new conversations are submitted with certain topics, such as a cancel request

You can use these benefits above to tackle common pain points associated with voice calls such as identifying how certain agents are handling important topics, what topics are mentioned consistently in low scoring calls, or determine what kind of feedback is associated with specific features.

Prerequisites

In order to make use of Lumoa call analytics, you will have to have an API connection set up with Lumoa. If you want to get an API connection setup, or if you aren't sure your current API is right for voicecalls, contact your Customer Success agent or write in to help@lumoa.me

From there, you will need to make sure that your calls:

Are able to be Recorded
Are able to be Exported
Have sufficient audio quality
Are able to be attached to background variables (such as attaching the "Customer Group" to the customer who calls in or the "Agent Name" of the agent they spoke with)

Assuming the above is in order, the general flow of the data is as follows:

Voicecalls Flow

Navigating voicecalls in the Lumoa UI

This article assumes you are already familiar with the basics of navigating Lumoa, and is only going to focus on the new options unique to voicecall data. If you want a refresher on the basics, please visit this article or watch this webinar

Calls will be broken up into chunks by Lumoa AI, and the chunks will be displayed as open text comments. Clicking on the chat bubble to the right of a comment shows the full conversation:



Discussions are then split between Customer (C) and Agent (A):



Filters will be home to where you will manipulate data by score, customer segment, or any other background variable that you have. Otherwise, Lumoa operates as normal. Topics are adjusted to the amount of positive and negative sentiment associated with them, using the same rules that we have for Open Ended collections, which can be read about here

Thanks so much, and email help@lumoa.me if you need more assistance!
Was this article helpful?
Cancel
Thank you!