AI Phone “Pickupon” Boosts Needs and Complaint Capture to 86.2%

Pickupon Inc., provider of the conversation summary AI phone service “pickupon,” has revamped the algorithm for its AI analysis function that extracts important customer comments from call content, significantly improving extraction accuracy and capture rate .

This update prevents overlooking customer needs and emotions contained in calls , and makes it possible to automatically link more comprehensive data to SFA (sales force automation) and CRM (customer relationship management) systems.

The importance of accurately tagging emotions extracted from conversation data

Pickupon uses AI to analyze conversations that have been converted into text from call recordings , and is equipped with a function that automatically extracts and tags important sentences (main categories) such as “needs (requests),” “anger (concerns about complaints),” and “happiness (gratitude/joy). ”

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Until now, when a long business meeting or a highly-intensive conversation contained many important statements, system limitations meant that it was sometimes not possible to pick up all of the important sentences. However, in order to accurately utilize customer feedback as a management resource, it is necessary to capture every sign contained in the conversation without missing a thing.

SOURCE: PRTimes