Pulse analyzes every call and chat conversation across sentiment, topics, agent performance, and customer friction, helping teams improve service quality at scale.
Every call and chat transcribed, scored, and tagged. No more sample-only QA, no more blind spots.
See why customers are contacting you
Auto-group conversations by topic - claim status, coverage, payments, missing documents, complaints, renewals.
See customer sentiment in detail
Detect customer emotion across a 5-level sentiment scale and identify frustration, confusion, dissatisfaction, and high-risk interactions.
Evaluate agent performance across greeting, politeness, empathy, active listening, clarity, professional language, resolution accuracy, and closing tone across both voice and chat interactions.
See why customers are contacting you
Auto-group conversations by topic - claim status, coverage, payments, missing documents, complaints, renewals.
Typical use cases
Monitor service quality across all calls and chats, not just randomly selected conversations.
Track claim-related conversations, detect delays, identify repeated questions, and understand where customers face friction.
Measure sentiment, friction, repeat contacts, and escalation signals across the customer journey.
Identify coaching opportunities based on real conversations, QA scores, and interaction patterns.
Turn calls and chats into structured insights for managers, leadership, and BI teams.
Understand whether customer issues are resolved during the first interaction.
Detect, how often customers come back about the same issue.
Whether customers clearly confirm their issue was solved before the conversation ends.
Measure how difficult or frustrating the interaction was for the customer.
How often interactions get escalated to another team or manager.
Measure agent performance consistently across every call and chat conversation.
Plugs into your existing voice and chat platforms via APIs
Link conversation insights with customer profiles, service history, and operational workflows.
Export structured conversation analytics into BI dashboards and internal reporting systems.
Use Pulse as an intelligence layer inside existing customer service and reporting systems.
