Challenges | Talkmap®

Agent Enablement & Performance

Real-time coaching, smarter training, better results.

Empower agents with AI-driven tools for training, support, and performance feedback—without the manual overhead.

Employee Experience Assistant

Improve agent satisfaction and retention

The Employee Experience Assistant identifies Assistant friction points and burnout signals, helping management address workplace challenges to improve satisfaction and reduce turnover.

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Problem

1Agent turnover is high and costly to replace
2Burnout signals are recognized too late
3imited visibility into agent satisfaction drivers
4One-size-fits-all retention strategies are ineffective

Product Solution

✓Early burnout detection and intervention
✓Agent satisfaction monitoring and alerts
✓Workplace friction point identification
✓Personalized retention recommendations

Knowledge Assistant

Empower agents with the right information exactly when they need it

Deliver contextual knowledge to agents in real-time based on the current customer conversation.

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Problem

1Agents struggle to find relevant information quickly during calls
2Knowledge bases are often outdated or difficult to navigate
3Training on all possible scenarios is impossible
4Customer wait times increase while agents search for information

Product Solution

✓Context-aware knowledge recommendations
✓Automatic detection of knowledge gaps
✓Integration with existing knowledge bases
✓Continuous learning from successful interactions

QA Assistant

Automate quality assurance processes

The QA Assistant automatically evaluates conversations against quality standards, identifying coaching opportunities and ensuring consistent service delivery across all interactions.

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Problem

1Manual QA only covers 2Ð5% of total interactions
2Quality scoring is subjective and inconsistent
3Coaching opportunities are missed due to limited coverage
4QA feedback is delayed and often irrelevant

Product Solution

✓100 % call coverage with AI scoring
✓Standards-based evaluation templates
✓Instant agent feedback loops
✓Quality trend dashboards

Trainer Assistant

Accelerate agent skill development

The Trainer Assistant delivers personalized training recommendations based on actual performance, helping agents quickly develop skills and adapt to changing requirements.

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Problem

1Generic training programs don't address individual needs
2Skill gaps are identified too late in the performance cycle
3Training content is not aligned with actual job requirements
4Limited ability to measure training ROI and effectiveness

Product Solution

✓Personalized training path recommendations
✓Real-time skill gap identification
✓Performance-based learning module delivery
✓raining effectiveness measurement and optimization

Coach Assistant

AI-powered agent coaching for consistent customer experiences

Turn every interaction into a coaching opportunity with targeted feedback and improvement suggestions.

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Problem

1Inconsistent agent performance leads to variable customer experiences
2Manual coaching is time-consuming and covers limited interactions
3Agents do not get immediate feedback on their performance
4Training effectiveness is difficult to measure

Product Solution

✓Personalized coaching for every agent
✓Script adherence monitoring and guidance
✓Best practice examples based on real conversations
✓Performance tracking and improvement metrics

Customer Experience Assistant

Enhance customer satisfaction

Our Customer Experience Agent identifies satisfaction drivers and pain points in real-time, enabling proactive intervention to improve CSAT and reduce churn.

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Problem

1CSAT surveys only capture a fraction of customer sentiment
2Customer dissatisfaction is discovered after the interaction
3Root causes of poor experiences are difficult to identify
4Limited ability to intervene during negative experiences

Product Solution

✓Real-time CSAT prediction and scoring
✓Automated identification of satisfaction drivers
✓Proactive intervention recommendations
✓Customer journey mapping and analysis

Customer Understanding & Retention

Uncover what customers really think—before they leave.

Turn voice and text data into real-time insights on sentiment, satisfaction, and churn risk. Understand needs. Respond proactively.

Sales Assistant

Identify and capitalize on sales opportunities

The Sales Assistant detects potential sales opportunities in service conversations, suggesting appropriate upsell and cross-sell moments to convert support interactions into revenue.

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Problem

1Sales opportunities in service calls go unrecognized
2Agents lack confidence to transition from service to sales
3Revenue potential from existing customers is underutilized
4Timing and approach for sales offers is inconsistent

Product Solution

✓Real-time sales opportunity detection
✓Contextual upsell and cross-sell recommendations
✓Revenue opportunity scoring and prioritization
✓Sales conversion tracking and optimization

Retention Assistant

Predict and prevent customer churn

The Retention Assistant identifies early warning signs of customer churn in conversations, enabling proactive intervention with personalized retention offers before customers leave.

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Problem

1Customer churn is only detected after cancellation
2Win-back efforts are costly and often unsuccessful
3Limited ability to identify at-risk customers early
4Generic retention offers have low success rates

Product Solution

✓Predictive churn scoring and early warning
✓Automated retention offer recommendations
✓Customer lifetime value analysis
✓Proactive outreach campaign triggers

Customer Insights Assistant

Uncover voice-of-customer intelligence

Our Customer Insights Assistant analyzes conversations to extract meaningful customer feedback, preferences, and sentiment that would otherwise go unnoticed in traditional survey methods.

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Problem

1Valuable customer feedback is lost in unanalyzed conversations
2Survey response rates are declining year over year
3Customer preferences are inferred rather than understood
4Product teams lack direct customer input for development

Product Solution

✓Automated extraction of customer preferences
✓Sentiment analysis across conversation topics
✓Voice-of-customer reporting and insights
✓Product feedback categorization and tracking

Brand Assistant

Monitor and manage brand perception

The Brand Assistant monitors how customers talk about your brand during conversations, providing insights into brand perception and helping identify opportunities to strengthen brand positioning.

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Problem

1Brand perception shifts are discovered too late
2Limited visibility into how customers actually talk about the brand
3Competitive intelligence is incomplete and delayed
4Brand teams lack real-time customer voice insights

Product Solution

✓Real-time brand sentiment monitoring
✓Competitive positioning analysis
✓Brand perception trend tracking
✓Automated brand mention alerts and reporting

Observer Assistant

Identify important conversation patterns

The Observer Assistant watches for critical patterns in conversations, flagging important moments and providing real-time insights that might otherwise be missed.

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Problem

1Important conversation details are missed by human reviewers
2Critical patterns only emerge after thousands of interactions
3Manual observation is inconsistent and incomplete
4Valuable insights are lost in conversation volume

Product Solution

✓Pattern recognition across conversation types
✓Critical moment identification and flagging
✓Behavioral anomaly detection
✓Real-time conversation intelligence delivery

Insights & Decision Intelligence

Know more. Act faster. Win more business.

Let AI uncover trends and opportunities buried in conversations—so your leadership team can make faster, smarter decisions.

Deep Researcher Assistant

Perform advanced conversational analysis

The Deep Researcher Assistant conducts comprehensive analysis of conversation data, uncovering nuanced insights and patterns that inform strategic business decisions.

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Problem

1Complex analysis requires significant time and expertise
2Strategic insights are buried in overwhelming data volumes
3Limited ability to connect patterns across different timeframes
4Business decisions lack comprehensive conversational intelligence

Product Solution

✓Advanced conversation analytics and pattern discovery
✓Strategic insight extraction from large datasets
✓Cross-conversation correlation analysis
✓Business intelligence reporting and recommendations

Analyst Assistant

Real-time analysis of contact center conversations to surface actionable insights

Automatically analyze every customer conversation to identify patterns, trends, and insights.

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Problem

1Manual analysis only covers a small percentage of conversations
2Insights are discovered too late to act on them effectively
3Patterns across thousands of interactions are impossible to spot manually
4Valuable customer feedback gets lost in the noise

Product Solution

✓Real-time conversation analysis
✓Sentiment tracking across entire customer journeys
✓Automated trend identification and alerting
✓Integration with existing contact center platforms

Trend Detection Assistant

Stay ahead of emerging patterns

Our AI automatically detects emerging trends in customer conversations, allowing you to respond quickly to changing customer needs and market conditions.

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Problem

1Important trends are missed until they become major issues
2Manual trend analysis is time-consuming and incomplete
3Reactive approach to customer concerns damages satisfaction
4Competitive insights are discovered too late

Product Solution

✓Automated pattern recognition in conversation data
✓Early warning system for emerging issues
✓Trend visualization and reporting
✓Predictive insights for proactive planning

Actionable Alerts Assistant

Never miss critical information

Our Actionable Alerts system identifies critical information in real-time, flagging important issues and opportunities that require immediate attention from your team.

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Problem

1Critical issues get buried in information overflow
2Alert fatigue from too many false positives
3Important customer escalations are missed
4Response times suffer due to delayed notifications

Product Solution

✓Intelligent alert prioritization and routing
✓Customizable alert triggers and thresholds
✓Real-time notification delivery
✓Integration with existing workflow tools

Operational Intelligence

Smarter workflows. Fewer bottlenecks. Lower cost.

Use AI to identify inefficiencies, stay compliant, and optimize planning across teams and time zones.

Real-time Dashboard

Monitor performance as it happens

Get a live view of your contact center operations with our real-time dashboards. Track key metrics, monitor agent performance, and identify issues before they become problems

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Problem

1Contact center managers lack visibility into current performance
2Issues are discovered after they impact multiple customers
3Manual report generation takes too much time
4Performance data is scattered across multiple systems

Product Solution

✓Live performance monitoring across all channels
✓Customizable dashboards with key metrics
✓Real-time alerts for performance anomalies
✓Historical trend analysis and reporting

Operations Assistant

Optimize contact center operations

The Operations Assistant analyzes operational inefficiencies and provides recommendations to streamline processes, improve resource allocation, and enhance overall contact center performance.

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Problem

1Operational inefficiencies are difficult to identify and quantify
2Resource allocation decisions lack data-driven insights
3Process improvements are reactive rather than proactive
4Performance optimization efforts are ad-hoc and inconsistent

Product Solution

✓Operational efficiency analysis and recommendations
✓Resource allocation optimization
✓Process improvement identification
✓Performance bottleneck detection and resolution

Compliance Assistant

Ensure regulatory compliance across all customer interactions

Automatically monitor conversations for compliance risks and flag potential issues before they become problems.

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Problem

1Manual compliance monitoring is error-prone and inconsistent
2Compliance violations are often discovered too late
3Regulatory requirements are constantly evolving and difficult to track
4Documentation for audits is time-consuming to collect

Product Solution

✓Real-time compliance monitoring
✓Industry-specific regulation templates
✓Automated risk scoring and alerting
✓Complete audit trail for regulatory requirements

Planner Assistant

Transform insights into action plans

Our Planner Assistant converts analytics insights into structured action plans, creating clear steps for implementation so teams can move from data to action quickly.

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Problem

1Insights sit unused because next steps are unclear
2Action planning takes too long after insights are discovered
3Teams struggle to prioritize which initiatives to pursue
4Implementation efforts lack structure and accountability

Product Solution

✓Automated action plan generation from insights
✓Task prioritization and resource allocation
✓Implementation timeline and milestone tracking
✓ROI estimation for proposed initiatives

Smarter conversations start with smarter tools. AI-powered insights to improve customer experience, agent performance, and operational efficiency—built for growing contact centers.

Talkmap has developed solutions tailored to your contact center’s specific objectives and needs.

Agent Enablement & Performance

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Customer Understanding & Retention

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Insights & Decision Intelligence

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Operational Intelligence

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