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AI-Powered Conversation Analytics

AI-Powered Conversation Analytics for Genesys Cloud CX

What is xboon insAights?

AI-Powered Conversation Analytics for Genesys Cloud CX

xboon insAights is an advanced analytics and AI solution developed by xseed that transforms Contact Center interaction transcripts into actionable business insights, enabling organizations to deeply understand customer conversations and leverage that information to improve quality, operational efficiency, compliance, and commercial performance

Key Highlights

solution’s core capabilities and strengths

Native Genesys Cloud integration

leverages high-quality transcriptions (EVTS) and interaction metadata

Automatic, continuous & scalable

no manual call analysis required

AI-powered conversation analytics​

topics, sentiment, compliance, opportunities and risks

Designed for regulated environments

banking, insurance and enterprise-ready compliance

What xboon insAights does

This section highlights what you can expect from xboon insAights

Conversation Topics Analysis

Automatic identification of topics and sub-topics discussed in each interaction, with drill-down for detailed analysis.

Procedure
Compliance

Identification of deviations from operational processes and rules, supporting regulated environments.

Opportunity & Risk Detection

Flagging if critical patterns, business opportunities and emerging risks in real time.

Commercial Approach Analysis

Evaluation of sales techniques, scripts and agent best practices with scoring.

Sentiment &
Satisfaction

AI-powered automatic sentiment and satisfaction scoring across all interactions.

Trends &
Patterns

Root cause identification, recurring themes and evolution tracking over time.

Technical Capabilities

This section outlines the technical features, architecture, and integration capabilities of the solution.

AI Transcription & Summarization

Automatic call transcription with high accuracy, intelligent summarization for quick review, and multi-language support.

Conversation Analytics & AI Models

Automatic processing of transcripts for topic extraction, intent, sentiment, compliance, opportunities and risk detection.

Scalable Cloud Infrastructure (AWS)

Elastic cloud architecture prepared for high call volumes and progressive growth across the organization.

Native Genesys Cloud Integration

Direct utilization of Genesys Cloud CX interactions and metadata, ensuring complete context and full traceability

Business Beneficts

This section highlights the business value and measurable benefits delivered by the solution.

Customer Knowledge

Deep understanding of real customer motivations, problems and expectations. Automatic segmentation by themes, topics and contexts.

Proactive Management

Early identification of systemic problems. Continuous monitoring of service quality across all interactions.

Operational Improvement

Identification of processes causing friction or rework. Optimization of scripts, flows and commercial approaches. Significant reduction of manual analysis effort.

Compliance & Quality

Automatic procedure auditing and regulatory compliance verification. Full support for regulated environments such as banking and insurance.

Why xboon insAights?

Key differentiator
Extract real value from data already existing in Genesys Cloud — no additional infrastructure required.

1
Operational Efficiency

Automates manual call categorization processes, freeing teams to focus on high-value tasks.

2
Customer Insights

Reveals hidden patterns in costumer service requests across all interactions at scale.

3
Quality Management

Enables systematic, continuous analysis of service interactions and agent performance.

4
Data-Driven Decisions

Provides structured, objective data for contact center optimization and strategic planning.

5
Scalability

Handles high volume of calls without additional human resources, growing with the business.

From recordings and transcripts to clear, objective and actionable insights

Discover how xboon insAightst helps your organization convert high volumes of interactions into informed decisions, supporting quality, operations, compliance, sales and management teams on a single platform. Designed to complement Genesys Cloud CX, extracting real value from data already existing in the platform.

Request a DEMO