Real-time analytics, AI-powered insights, and automated QA
Sentiment scores on every conversation. At-risk clients flagged before they leave. Broken processes visible before they become complaints. Every interaction reviewed automatically — not just the ones someone remembered to check.
One platform, every part of your customer service operation
AI Insights
Trends, sentiment shifts, and recurring issues surfaced automatically.
Post-Conversation Insights
Every conversation scored, summarised, and tracked automatically.
Auto QA
AI scores every conversation against your criteria — tone, resolution, compliance.
Essential Analytics
Live dashboards for queues, agents, and channels.
Quality Assurance
Score conversations against your own criteria.
Saved & Compare Dashboards
Build once, open monthly, export in one click.
SLA Tracking
Live SLA status across every channel.
Export Analytics to CSV
Your data, your format, one click.
HOW IT WORKS
Three shifts that change everything
After every interaction — a score, a summary, a status. Without anyone lifting a finger.
After every call or message, Simplexi generates an AI summary, a sentiment score, and a resolution status. At-risk clients surface before they churn. Broken processes are identified before they become complaints.
AI summary generated after every call and message thread automatically
Sentiment scores flag conversations worth reviewing — Positive, Neutral, Frustrated, Negative
Resolution status tracked across every interaction — Resolved, Unresolved, Escalated
- The customer inquired about pricing tiers, specifically the Enterprise plan.
- They requested assistance in checking their order status, providing the order number and associated email.
- There was a temporary issue with checking the order status, and the customer was connected to another support representative.
- The customer expressed that there has been an issue with their order.
Action Items: - Support representative to follow up on the order status issue.
Customer Sentiment: Neutral Customer Intent: The customer seeks clarification on pricing and resolution.
TL:DR: Customer inquired about pricing and order...
Your QA team reviews what matters. The AI reviews everything else.
AI scores every interaction against your quality criteria — tone, resolution, compliance, accuracy. Your QA team reviews flagged conversations instead of random samples. Nothing slips through.
AI quality scoring across every conversation automatically
Filter by sentiment, resolution status, agent, or channel to find what matters
Monthly audit completed in hours — not days of manual listening
The patterns your team would never find manually — surfaced automatically.
AI analyses conversation data across agents, channels, and time periods to surface the patterns your team would never find manually — the most common unresolved topics, the process gaps driving repeat contacts, the agents whose clients consistently leave frustrated.
AI insights surface recurring issues and sentiment shifts automatically
Identify the process gaps driving repeat contacts before they become complaints
Recommendations based on real conversation data — not instinct