January was about smarter, faster analysis. Tickets now arrive sooner after a call ends, the AI understands who said what more reliably, and you can sort complaints into categories that match your business.
TL;DR
- Faster ticket processing - Tickets arrive sooner after a call ends
- Your own complaint categories - Complaints sorted into categories specific to your company
- Text conversations - Already-transcribed conversations can be sent straight in and analysed like calls
- Clearer "who said what" - Better separation of agent and customer in transcripts
- Plus - a "Critical" priority in action plans, Vonage integration completed
Highlights
Faster ticket processing
Tickets show up in your workspace noticeably sooner after a call ends.
Your own complaint categories
Every business talks about problems differently. Intract can now sort complaints into categories specific to your company instead of a generic list. Category labels are available in English, French, Dutch and German.
Text conversations as a new input
Conversations that are already transcribed can now be sent straight into Intract. They go through the same analysis as calls, become structured tickets, and are translated like everything else.
Clearer "who said what"
We improved how the AI tells the agent and the customer apart in a transcript. That makes transcripts easier to follow and gives the analysis built on top of them a better starting point.
Also new & improved
- "Critical" priority. Suggested action plans can now flag an item as critical, not just high, medium or low.
- Vonage integration completed. Vonage calls and settings are finished and going through final checks before release.
Coming soon
- Customer issue insights. Intract now pulls the specific customer issues out of each call and learns which ones are similar. This lays the groundwork for reports that group recurring problems across many conversations.
Thanks for the feedback that shaped this month. Keep it coming.