FAQ
Frequently asked questions
Want to quickly learn more about Indicate me, what AI Buddy does, or how you can work smarter with AI-generated insights? Check out our FAQ – we’ve gathered the most common questions here.
What is Indicate me’s text and speech analytics and how does it work in practice?
Indicate me’s text and speech analytics transforms large volumes of customer interactions into actionable insights. It can analyze both text-based channels such as email and chat, as well as calls that are transcribed into text. The result: faster and better-informed decisions.
Which types of customer interactions can be analyzed with Indicate me’s text and speech analytics?
The tool can analyze all types of customer interactions—from email and chat (including chatbot and voicebot conversations) to phone calls that are transcribed into text. By converting everything into searchable, analyzable text, previously hard-to-capture information becomes accessible.
What insights can organizations gain through Indicate me’s text and speech analytics?
What insights can organizations gain through Indicate me’s text and speech analytics?
Examples include:
- Why customers end their services, how often employees attempt to retain them—and what actually makes them stay.
- When employees miss key steps—such as verifying customer identity with personal details.
- How offers are communicated in customer interactions—and which arguments work best.
- What drives customer contact—and what sentiment is associated with different topics.
How does Indicate me’s AI-based summarization function work?
Our AI-based summarization function analyzes customer interactions and creates automatic summaries highlighting the most important elements—such as reason for contact and whether the case was resolved. These summaries can be integrated directly into CRM or case management systems, providing smooth and automated handling.
Does Indicate me’s text and speech analytics support multiple languages for analysis and coaching?
Yes, Indicate me supports translations in around ten languages, with the option to expand further. This enables both coaching and analysis regardless of language, breaking down barriers and creating more inclusive feedback.
What is required to get sentiment analysis separated by employee and customer?
To separate sentiment between employee and customer, stereo call recording is required, where both parties are recorded on separate channels.
How accurate are AI transcriptions of calls?
AI transcriptions maintain very high linguistic quality. Individual words may occasionally be misspelled, but this does not affect the overall understanding. Summaries and analyses are always accurate, allowing you to trust the results. We therefore recommend focusing on the insights and patterns provided by AI, rather than individual transcription errors.
Is it possible to anonymize AI transcriptions?
Yes. Our AI transcriptions can automatically anonymize sensitive information, such as:
- All numbers and numeric sequences
- Names
- Addresses
This ensures that data can be used for analysis and insights without compromising privacy or data protection.
How many calls per month do companies usually analyze?
Most organizations analyze all incoming calls. Public sector organizations and municipalities sometimes exclude certain queues.
We measure in call minutes rather than number of calls, ranging from about 20,000 to 1,000,000 minutes per month, depending on organization size.
How does Indicate me gain access to our calls and data?
The most common method is via API, where both calls and metadata are automatically transferred. An alternative is SFTP upload, where material is uploaded and then transcribed.
Where does Indicate me store customer data?
All customer data is stored in Sweden.
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Contact us
ADRESS
Pipers väg 28, 170 73 Solna
EMAIL
Hello@indicateme.se