AI Research Labs
Call Data’s AI researchers continually develop advanced intelligence to advance call center capabilities around the world.
AI Research Labs
Call Data’s AI researchers continually develop advanced intelligence to advance call center capabilities around the world.
Voiceprints & Call Identity
Persistent caller identity for smarter conversations and deeper insight
Voiceprints & Identity means knowing your customers better than ever before. You’ll recognize repeat callers instantly, track their emotional journeys across interactions, and personalize service at scale. Frictionless authentication and dynamic sentiment tracking help reduce wait times, build trust, and boost loyalty. No matter how complex the conversation, your agents have the context they need—instantly—empowering them to create positive outcomes and lasting relationships. It’s customer experience redefined, built on the power of AI-driven caller insights.
Our Voiceprints & Identity research uses advanced AI algorithms to create unique, persistent voice profiles for each caller. By analyzing acoustic features—like pitch, cadence, and pronunciation—our system securely maps voice patterns to caller profiles, even across multiple sessions. This longitudinal view is enriched with sentiment data, speaker diarization, and engagement context, creating a robust customer identity graph that evolves with every interaction. It’s built to work seamlessly in real time, with low latency and high accuracy. All of this data is securely stored and managed to ensure privacy compliance and data protection.
Real-Time Agent Coaching
Empowering agents with actionable insights as conversations happen
Call Data’s Real-Time Agent Coaching means closing the gap between training and performance in real time. Agents receive live, data-driven guidance that boosts confidence and consistency without disrupting the flow of conversation. From compliance reminders to personalized upsell suggestions, the system transforms every agent into a top performer. Supervisors can rest assured knowing that every call is monitored for quality and optimized for customer success. The result? Higher customer satisfaction, lower churn, and a team that’s always learning and improving.
This Real-Time Agent Coaching system uses sophisticated natural language understanding (NLU) and sentiment analysis algorithms to monitor calls as they unfold. It detects conversational cues, keywords, and sentiment shifts, then instantly delivers context-aware prompts to the agent interface. These prompts are fully configurable—tailored to your compliance policies, product pitches, and service best practices. Running in real time with low latency, the system ensures feedback is always timely and relevant. By analyzing speech and intent on the fly, it turns every call into an opportunity for continuous improvement.
Sentiment Journey Mapping
Visualizing emotional shifts and key moments across every conversation
Sentiment Journey Mapping means understanding not just how something is initially perceived—but how the customer’s perception evolves over time. By tracking emotional arcs across conversations, your team can identify friction points and moments of delight to refine strategies and boost satisfaction. These insights guide targeted agent coaching, inform product development, and help reduce churn by addressing hidden pain points. No more guesswork—just a clear, dynamic picture of how each customer feels at every step of the journey. With Sentiment Journey Mapping, you turn conversations into powerful emotional intelligence.
We’re leveraging advanced natural language processing (NLP) and acoustic analysis to track emotional signals throughout the call lifecycle. Our AI models dynamically map these shifts—positive, neutral, or negative—onto a visual timeline for each interaction. Contextual anchors highlight key moments, such as objections, breakthroughs, or escalation points, providing rich insights into customer intent. This data is stored in real time and integrated with your CRM or analytics systems, building a comprehensive emotional journey profile for every caller. The result is a detailed, data-driven view of sentiment evolution that goes far beyond static metrics.
Deception Detection
Detecting subtle cues to protect trust and drive smarter interactions
Deception Detection means gaining an extra layer of security and insight during critical conversations. It helps identify potential risk factors—like evasion or non-compliance—early, so your teams can respond with confidence. Beyond fraud prevention, these real-time insights also support agent coaching and negotiation strategies by surfacing underlying concerns. By turning hidden conversational cues into actionable data, you build trust with customers and ensure your calls are always aligned with your brand’s integrity. With Deception Detection, you’re one step ahead—every call, every time.
Using advanced acoustic modeling and linguistic analysis to identify signals of hesitation, evasion, or stress in real time, our AI models analyze voice patterns—including pitch variability, response latency, and speech disfluencies—alongside semantic cues in spoken language. These indicators are continuously evaluated against baseline behavior models, flagging moments of potential risk or deception without interrupting the conversation flow. Designed for seamless integration, the system ensures low-latency insights that can be fed into your compliance and quality monitoring workflows. It’s an always-on, real-time safeguard that helps you understand what’s really happening in every call.
Call Summaries
Instant & accurate summaries for smarter follow-ups and insights
While the concept is simple, implementing AI Call Summaries mean faster, more accurate follow-ups and better decision-making. No more relying on manual note-taking or spotty recollections—every call is automatically captured and distilled into clear, actionable insights. This boosts agent productivity, enhances collaboration between teams, and helps maintain a consistent customer experience. Plus, supervisors and managers gain a complete overview of interactions without having to listen in on every call. It’s an instant boost to operational efficiency and customer satisfaction—right from the very first call.
We’re leveraging advanced natural language processing (NLP) and speaker diarization to automatically generate structured call summaries in real time. By analyzing spoken language, sentiment and conversational context, the system identifies key points, action items, and important events without any manual effort. The AI adapts to different conversation flows, ensuring summaries are both comprehensive and precise. These insights are immediately accessible in your CRM, analytics dashboards, or post-call reports, providing a complete record of each interaction. It’s real-time intelligence that turns conversations into data assets—effortlessly!
Dynamic Product Knowledge
Recommendations tailored for each call, powered by customer-centric AI
For your business, this means offering the right product or service at the perfect moment—boosting conversions and improving customer satisfaction. Because these recommendations are based on fine-tuned models trained specifically for your data, they’re more relevant and persuasive than generic AI suggestions. Faster, more accurate inference also ensures that suggestions appear exactly when needed, without lag or delay. The result? Smarter upsells, better cross-selling, and a consistent competitive edge. It’s how AI personalization meets performance—so you can serve customers with precision, every time.
Our research uses customer-specific fine-tuned models, combined with LoRA (Low-Rank Adaptation) adapters, to deliver faster and more accurate recommendations in real time. By leveraging fine-tuning techniques on your unique conversational data, the system adapts its underlying models to your specific vertical, product catalog, and customer needs. LoRA adapters further optimize the models by efficiently introducing task-specific adaptations without heavy retraining, accelerating inference speeds and minimizing resource overhead. This powerful combination ensures that suggestions are context-aware, up-to-date, and seamlessly integrated into every interaction. It’s a cutting-edge approach to delivering real-time recommendations—without sacrificing performance.
Live AI Analytics
Real-time intelligence driving smarter conversations
We’re turning every call into an opportunity for improvement. By surfacing real-time sentiment shifts and conversational insights, your teams can respond faster, reduce customer churn, and boost satisfaction. Agents get instant coaching and supervisors get a complete picture of call dynamics—no more guesswork or reactive management. This enables smarter decisions, faster resolutions, and an experience that adapts to customer needs as they happen. It’s the power of live AI—fueling better conversations and better outcomes, call after call.
Our upcoming Live AI Analytics engine harnesses state-of-the-art (SOTA) natural language processing (NLP) and acoustic analysis to process calls as they happen live. It continuously evaluates sentiment, intent, and conversational flow, providing dynamic insights and identifying actionable cues in real time. Advanced models ensure these insights are not just fast but also highly accurate, adapting to each conversation’s unique context. Integrated seamlessly into your workflow, these analytics empower agents with live prompts and ensure supervisors always have a clear view of performance. It’s real-time, data-driven intelligence—without any disruption to your existing operations..
Post-Call Intelligence
Actionable insights that fuel growth and improvement
This means you’re no longer left guessing what happened during calls. Summaries and action items are instantly available—no more sifting through recordings or relying on agent notes. Supervisors get a clear picture of performance, agents know exactly what to focus on next, and customer insights feed directly into product and service improvements. This transparency and efficiency translate into higher customer satisfaction, faster training cycles, and smarter business decisions. It’s the power of AI turning every call into a growth opportunity.
This module leverages advanced natural language processing (NLP) and speaker diarization to transform call recordings into structured, actionable data. It captures sentiment arcs, speaker roles, key points, and suggested action items—automatically and accurately. These insights are stored in real time, ready for analytics dashboards, CRM systems and agent coaching workflows. By turning raw audio into structured intelligence, our platform ensures every conversation becomes a data-driven asset. It’s a comprehensive solution that’s fast, secure, and fully integrated into your post-call processes.