Voice-to-Text Conversion

All calls are converted into text using AI, with over 90% accuracy. This helps teams quickly read what was said and use the data for training, quality checks, and audits.

Automatic Call Disposition

The system automatically tags each call with a result—like “Payment Promised,” “Disconnected,” or “Escalation”—based on the conversation. This saves agent time and improves reporting accuracy.

Agent vs Bot Call Comparison

AI compares human agent calls with bot calls to check for:
Script accuracy,
Tone and voice quality,
Time taken to solve the issue This helps identify where agents can improve and where bots are doing better.

Sentiment Analysis

The system detects emotions in the customer’s voice—like anger, confusion, or satisfaction—and alerts the team in real-time. This helps reduce complaints and improves the customer experience.

Behaviour Analysis

AI looks at how agents speak, including:

• Voice modulation (Are they too flat or too aggressive?)
• Speaking volume (decibels) (Are they too loud or too soft?)
This helps in coaching agents to speak more clearly and politely.

AI Quality Scoring

Every call gets a quality score out of 100 based on:

• Clarity

• Customer handling

• Script usage

• Empathy and tone
Top-scoring agents can be rewarded, and others can get training faster.

Results That Matter

Companies using Ikontel’s solution have seen:

• 40% faster call audits

• 50% fewer customer complaints

• 25% improvement in agent performance scores