Product Solutions

Listen & Detect

Uncover what customers really think.

Your contact center holds the truth about what customers want, feel, and need. Listen & Detect gives you the tools to monitor live conversations, uncover emerging issues, and capture sentiment at scale — before it becomes too late to act.

Listen & Detect Product Set

Customer Sentiment Assistant

Track and improve customer experience metrics across all touchpoints.

Continuously monitor, track and improve customer sentiment across all metrics to identify improvement opportunities.

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Problem
  • 1Customer experience is measured too late to address immediate issues
  • 2Surveys only capture a small percentage of customer feedback
  • 3Experience issues across channels are difficult to track
  • 4Root causes of negative experiences are hard to identify
Product Solution
  • ✓Real-time customer sentiment analysis
  • ✓Journey mapping across multiple interactions
  • ✓Automated detection of customer friction points
  • ✓Personalized experience recommendations

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

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

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

Additional Product Sets

Analyze & Understand

Turn voice data into business intelligence.

See Solutions

Plan & Decide

Use insights to develop strategies and workflows.

See Solutions

Act & Improve

Train, guide, and enable agents to perform better.

See Solutions

Get started with a free trial

Use the Talkmap Solution Builder to create your customized product solution and we’ll hook you up with a free trial.

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