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How AI is Tackling Customer Abuse in Contact Centers
Introducing the Power of the Abuse Listener – an AI solution that protects your agents, reduces attrition, and transforms how you handle difficult customer interactions.
The Growing Problem of Agent Abuse
High Call Volumes
Manual review of calls for abuse detection is impossible with thousands of daily interactions.
Under-Reporting
Agents rarely report abusive calls, leading to significant under-reporting of incidents.
Legal & Compliance Risks
Mishandling abuse claims creates serious legal and reputational risks for businesses.
Agent Attrition
High stress and lack of support causes 45% of agents to leave within their first year.
Introducing the Abuse Listener
CXEX’s AI-powered solution that automates the detection and tracking of abusive customer interactions, enabling businesses to better protect their agents and reduce attrition.
AI-Powered Detection
Detects and classifies abusive language in real-time or post-call analysis
Automatic Flagging
Prioritizes critical incidents by automatically flagging high-risk calls
Contextual Summaries
Generates summaries with critical insights for HR and compliance teams
Trend Analysis
Tracks abuse patterns over time to identify problem areas and agents
How the Abuse Listener Works
1
Call Analysis
Automatically analyzes conversations for high-risk language and aggressive speech patterns
2
Severity
Classification
Classifies abuse severity into High, Medium, or Low categories
3
Snippet Extraction
Extracts call snippets containing abusive language for quick review
4
Summary Generation
Creates comprehensive reports for HR, compliance, and leadership teams
5
Trend Tracking
Provides data on abuse rates by agent, team, and business area
Real-World Impact
“Wow, we never knew it was this bad! The Abuse Listener revealed abuse patterns we were completely unaware of.”
CX Lead
Insurance Industry
“What was a four-hour process is now 10 minutes… and very efficient. Exactly what our team needed to support our agents.”
Operations Manager
Financial Services
Introducing the Abuse Listener
CXEX’s AI-powered solution that automates the detection and tracking of abusive customer interactions, enabling businesses to better protect their agents and reduce attrition.
Time Savings
Reduced abuse reporting from 4+ hours to just 10-20 minutes.
Lower Costs
Faster resolution reduces escalations and legal disputes
Risk Management
75% of high-risk complaints resolved early with quick action
Agent Retention
Agent churn reduced when employees feel protected
Part of the AutoInsights Ecosystem
Media Player Integration
Faster call reviews, automated downloads, and streamlined workflows
AI-Driven Categorization
Automatically classifies customer issues for reporting and trend tracking
Root Cause
Analysis
Understand why customer complaints escalate
Quality
Assurance
Ensure agents follow business and regulatory guidelines
Ready to Transform Your Contact Center?
If your business is ready to move beyond reactive complaints handling and into proactive abuse prevention, it’s time to explore the power of AI-driven analytics.