Marsview Chat Analytics is a suite of API to analyze the internal conversations across all chat channels and groups.
Book a Call View API DocsCustomer experience technology and service providers or organizations that run internal contact centers use chat-based channels for customer conversations. Sales and Support Agents and their Supervisors use these channels for one-to-one or many-to-many interactions for information exchange. The effectiveness of these channels is key to the success of a call center. Chat Analytics helps you measure the performance of agent/supervisor interaction at individual and group levels.
We support Zoom, Microsoft and all other chat applications that provide APIs to capture chat streams live or in an asynchronous mode.
Marsview conversation self-service API platform
offers a
comprehensive suite of proprietary APIs and
developer tools for
automatic speech recognition, speaker
separation, multi-modal
emotion and sentiment recognition, intent
recognition,
time-sequenced visual recognition, and more.
Designed for the demanding Call Center
environments (CCAI) that
handle millions of outbound and inbound sales
and support calls.
Marsview APIs provide end-to-end workflows from
call listening,
recording, insights generation, and Voice of
Customer Insights.
Conversation APIs are also used in one-on-one to
many-to-many
conversations and meetings to automatically
generate rich contextual
feedback, key topics, moments, actions, Q&A;, and
summaries.
Pass a text file or an image or video input for processing.
Pass a text or an image or video stream for processing.
API output data is delivered in JavaScript Object Notation (JSON) format.
Convert speech into readable text from a live stream or from audio and/or video recordings in minutes.
Automatically tag and group chat conversations into buckets like Escalations, Questions & Responses, FAQ, Chit-chat, Actions Items, Follow-ups and more.
Average response time of a supervisor to a request from an agent.
Automatically detect questions and related responses on chat groups.
Curate the questions and responses automatically by topic and type of question to form a reusable knowledge base.
Detect support ticket ids from the chat messages for quick accessibility and actions.
Indexed words and phrases over chat channels and group may be searched in natural language.
Detect phrases that are action items in the chat interactions.
Get deep insights into the effectiveness of the communication process over chat groups and channels. Please refer to the Conversation Insights API page for more information.
Visualize the performance of agents and supervisors by key metrics for process improvement.
Automatically detect and replace sensitive data like passwords, credit card numbers and social security numbers,in the transcription text.
Automatically detect sensitive content in your transcriptions, such as content involving cyberbullying, sexual harassment, hate speech, violent threats, suicide/self-harm, PII, drugs, weapons, NSFW content and more.
With the “Build your own custom API” option, you can extend the Chat Analytics to include other metrics and KPI provided there is data available to be processed.
99.9% uptime with always-on support via email, chat and web call.
Marsview encrypts all data via 256-bit SSL encryption and complies with GDPR and CCPA standards.
Optimized for public cloud and private on-premise deployments.