The startup develops automated quality management software that utilizes artificial intelligence and speech analytics for call sampling, evaluation, and sentiment analysis. This technology enables clients to identify compliance issues and enhance productivity and customer satisfaction through data-driven insights.
Funding
$8.6M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Contact centers often struggle with inefficient and inconsistent quality assurance processes due to the limitations of manual call sampling, which provides incomplete insights into agent performance and compliance adherence. This can lead to missed opportunities for agent coaching, increased risk of non-compliance, and an inability to identify the underlying reasons for customer contacts.
Solution
daisee offers an AI-powered quality management platform that analyzes 100% of customer interactions in near-real-time to provide comprehensive insights into agent performance, compliance, and customer sentiment. The platform uses AI and natural language processing (NLP) to transcribe, evaluate, and categorize voice data, identifying key categories and underlying drivers of customer contact. daisee's programmable scorecard automates the evaluation process, enabling managers to proactively detect areas for improvement and provide personalized feedback to agents. The platform's predictive capabilities also allow businesses to anticipate customer complaints, churn, and satisfaction levels, enabling proactive interventions to improve customer experience and commercial outcomes.
Target Audience
daisee primarily targets contact centers in industries such as financial services, insurance, and telehealth, seeking to improve quality assurance, ensure compliance, enhance agent productivity, and gain deeper insights into customer interactions.
Features
- Automated Programmable Scorecard™: Replaces traditional paper scorecards with an automated digital solution that works in tandem with the Media Player.
- daisee Essence: AI-powered feature that analyzes customer conversations to identify key categories and underlying drivers for contacting the business.
- daisee Predictors: Utilizes AI, machine learning, and behavioral science to extract predictive insights from customer interactions, including predictions on customer complaints, churn, and satisfaction.
- daisee Scorecard Builder: Empowers customers to customize the automated scorecard to reflect their most pressing business drivers.
- daisee Report Builder: Enables businesses to easily ask and answer their own bespoke questions without the need for data analytics teams.
- daisee Chat Insights: Allows customers to dive into the metrics that matter most in chat interactions.
- Agent Performance Workflow: Measures individual agent productivity and their relative performance to any given number of teams over time.
- Automated Script Adherence: Measures elements of the call to ensure that the agent has stated required information within the call for Compliance and Regulatory protection of the customer.