🚀 Why Post-Call Analytics is No Longer Optional — And How CXEX AutoInsights Is Leading the Charge
The 2025 State of Voice AI Report by Deepgram makes one thing crystal clear: voice AI has gone mainstream. No longer a futuristic add-on, it’s now a foundational layer powering smarter, more human-centric customer experiences.
At CXEX, we’ve been building toward this moment for years. Our solution, AutoInsights, bridges the gap between transcription and transformation — turning raw voice data into real-time business advantage.
🔍 Transcription Is Table Stakes. Insight Is the Differentiator.
According to Deepgram, 92% of enterprises now capture speech data, and 56% transcribe over half of their conversations. But transcription alone doesn’t deliver value — actionable insights do.
AutoInsights builds on this foundation with:
- ✅ Industry-tuned Post-Call Summaries: Structured for CRM or compliance integration
- ✅ Automated QA Scoring: COPC-aligned scoring for consistent agent evaluation
- ✅ Script Adherence & Compliance Checks: IDV, disclosure, and recording flagging
- ✅ Behavioral Metrics: Resolution tracking, empathy scoring, engagement detection
🎧 Emotion Intelligence — At the Core of EX & CX
Deepgram’s report signals the rise of emotion-aware AI. CXEX AutoInsights leads with a language-agnostic emotion engine that analyzes stress, calmness, confidence, and energy — for both agents and customers.
- ✅ Identify emotionally fatigued agents with “heartbeat” tracking
- ✅ Enable proactive wellbeing interventions by team leads
- ✅ Detect early burnout and high-friction call risks before they escalate
🤖 From IVR to Intelligence
Only 21% of businesses in Deepgram’s survey say they’re “very satisfied” with their voice agents. Why? Because most tools stop at keywords. CXEX AutoInsights goes further with deep intelligence built in:
- ✅ Sales Scoring & Objection Handling: Measure conversion readiness in real time
- ✅ No-Resolution Detection: Flag calls with unresolved outcomes
- ✅ Root Cause Tagging: Go beyond wrap-up codes to surface true drivers
🔐 Compliance, Accessibility & Inclusion — Baked In
Deepgram notes accessibility and compliance are key adoption drivers. AutoInsights is built with these in mind:
- ✅ Custom IDV Workflows: Meet sector-specific legal requirements
- ✅ Hardship & Complaint Detection: Early detection of vulnerable interactions
- ✅ Multilingual & Code-Switching Support: English/Xhosa, Urdu/Hindi, and more
🧠 Fine-Tuned, Not One-Size-Fits-All
Deepgram reports 46% of enterprises want fine-tuned AI models. AutoInsights delivers with configurable Listeners purpose-built for sectors like:
- 📞 Collections & Recovery
- 💼 Insurance & Claims
- 💬 Fundraising & NFP Engagement
- 🏦 Retail Banking & Customer Service
Setup is fast. Results are validated. Insights are trustable.
📈 What’s Next? End-to-End Speech-to-Speech & Real-Time Alerts
Deepgram’s push toward speech-to-speech (STS) aligns perfectly with our roadmap. CXEX AutoInsights is already preparing enterprises for the future with:
- ✅ Live emotion dashboards and end-of-call quality scoring
- ✅ Executive & Agent QA dashboards for continuous improvement
- ✅ Real-time alerts for emotionally risky or non-compliant calls
🎯 Final Thought: We’re Not Catching Up — We’re Building What’s Next
The Deepgram report confirms what CXEX has known all along — unstructured voice data is a goldmine. But only if you can turn it into structured, actionable intelligence.
With AutoInsights, post-call analytics becomes more than just a tool — it becomes the engine behind your AI transformation.
💡 Ready to unlock the full potential of your voice data? Let’s talk.
