Insights & Analytics
Kaizo analyses every call, chat and email against your own criteria, then shows what drives quality and CSAT: the broken process, the product friction or the skill gap, with the conversations behind each one.
No data science degree required
Trusted by global support teams
Helpdesk dashboards tell you how many conversations came in and how fast they closed. A CSAT survey hears from the customers who answer it, after the fact. Neither tells you why customers got in touch, what went wrong in the conversation, or what moved the score. That is all in the conversations, spread across more of them than anyone can read.
Analytics built on QA
Scored against your criteria first, then grouped, trended and explained.
Root cause
Kaizo scores each call, chat and email against your criteria, then shows what is behind a dip: a broken process, product friction or a skill gap. Those need different fixes, so the analysis names which one you are looking at.
Sentiment
Customer sentiment and team empathy are scored across every message, so the frustration triggers that turn a customer into a detractor show up as a trend, while there is still time to act.
More about sentiment
Escalation signals
Filter by negative sentiment, high reopens or low CSAT to find the conversations heading the wrong way. One escalation is a customer problem; twenty with the same cause is a process problem, and Kaizo shows which.
More about escalation prevention
Reporting
Ask Kaizo about sentiment, team performance, product friction or process gaps and get an answer without writing a query. QA, sentiment and coaching sit in one view, with automated BI exports on the Intelligence and Enterprise plans.
Speech analytics suites grew up in large voice contact centers: they index recorded calls, and analysts build and maintain the categories that search them. Kaizo starts from the other end. You define what a good conversation looks like in your team's own words, Kaizo scores every call, chat and email against it, and the analytics are built on those scores. Nobody maintains a query language, and every number opens to the conversations behind it.
If you need live call monitoring or real-time prompts for agents during a call, or conversation intelligence for a sales team's calls, those are different categories of tool. Kaizo is built for support and contact center teams that want to know what is driving quality and CSAT.
50%
less QA time
“Our tickets can be long and complex. AI has been a life-saver in our experience.”
SteelSeries
75%
faster resolution
“Kaizo is an essential part of finding the root causes of areas we need to improve, then improving on that.”
Foot Locker
FAQ
Kaizo reads every support conversation, scores it against your own criteria, and analyses the results: what is driving quality and CSAT, where sentiment turns, and whether a problem is a process, a product issue or a skill gap. The analytics are built on the QA scores, so every number has conversations behind it.
Yes. Voice, chat and email are analysed against the same criteria, and every plan includes AI summaries and on-demand transcription. Kaizo works on a conversation once it has ended; it does not monitor calls live.
Speech analytics suites are usually built around recorded calls, with analysts building and maintaining the categories they search for. Kaizo starts from your QA criteria instead, covers chat and email as fully as voice, and needs no query language.
Your helpdesk reports volume and speed. Kaizo reports why: which broken process, product friction or skill gap is behind a dip, based on the content of every conversation rather than ticket metadata.
No. You can ask questions in plain language and get an answer without writing a query.
Yes. Export for ad-hoc analysis, or use automated BI exports on the Intelligence and Enterprise plans so Kaizo data lands in your warehouse alongside everything else.
Yes. Kaizo scores conversations whether a person or an AI agent answered, against the same criteria, so both show up in the same analysis.
We will analyse a sample of your conversations and show what drives your quality and CSAT scores.
Trusted by global support teams
