e DoT AI — Advanced Intelligence
Harness the full power of artificial intelligence across every stage of the call lifecycle. From real-time speech analytics and sentiment detection to predictive lead scoring and voice biometrics, these advanced AI capabilities transform your contact center into an intelligent, data-driven operation.
Real-Time Speech Analytics
Live transcription and keyword spotting run continuously during every call. The system monitors for compliance phrases, competitor mentions, and buying signals as the conversation unfolds — delivering instant alerts to supervisors and feeding data into post-call reports without any manual effort.
Live Transcription
Speech-to-text engine converts both agent and customer audio into real-time text. Transcripts are searchable, timestamped, and stored alongside call recordings for quality review and compliance audits.
Keyword Alerts
Define custom keyword lists per campaign — competitor names, pricing terms, escalation phrases. When detected in live audio, the system triggers instant on-screen alerts for supervisors and flags the call for review.
Compliance Monitor
Automatically verify that agents deliver mandatory disclosures, consent statements, and regulatory phrases. Non-compliance triggers real-time supervisor notifications and is logged for audit trails.
Supervisor Dashboard
A dedicated real-time view showing all active calls with live transcription feeds, keyword hit counts, and compliance status. Supervisors can listen in, barge, or whisper-coach directly from the dashboard.
Sentiment Analysis & Emotion Detection
Every call is scored in real time using natural language processing that classifies customer sentiment as positive, neutral, or negative. The AI analyses tone, word choice, and conversational patterns to detect frustration, satisfaction, or buying intent — giving supervisors actionable visibility into call quality as it happens.
Call-Level Scoring
Each call receives a sentiment score from -1.0 (highly negative) to +1.0 (highly positive) with a breakdown by call segment. Agents and supervisors see the score update live during the conversation.
Trend Analysis
Aggregate sentiment data across campaigns, teams, and time periods. Identify patterns — which scripts produce positive outcomes, which objections cause drops, and how sentiment trends shift over weeks.
Escalation Triggers
When sentiment drops below a configurable threshold, the system automatically alerts the supervisor, offers the agent a coaching prompt, or routes the call to a senior agent — preventing negative outcomes before they escalate.
Predictive Lead Scoring
Machine learning models analyse historical call data, demographics, engagement patterns, and CRM activity to rank every lead by conversion probability. The dialer prioritises high-value leads automatically, ensuring agents spend their time on prospects most likely to convert — maximising revenue per agent hour.
Conversion Probability
Each lead receives a score from 0 to 100 representing the likelihood of conversion. Scores are computed using gradient-boosted models trained on your historical campaign data, demographics, and prior call outcomes.
Dynamic Re-scoring
Scores update after every interaction — calls, emails, SMS responses, and CRM updates. A lead that was cold last week may become hot after a website visit or callback request, and the dialer adjusts priority instantly.
Best-Time-to-Call
The model identifies the optimal day and time window to reach each lead based on historical answer-rate patterns. The dialer schedules attempts accordingly, boosting connect rates by up to 35%.
AI Agent Assist & Real-Time Coaching
On-screen prompts guide agents through every call with suggested responses, objection handling scripts, and next-best-action recommendations. Supervisors see live coaching opportunities and can intervene instantly — turning every agent into a top performer.
Smart Prompts
Context-aware suggestions appear on the agent screen in real time based on what the customer is saying. Prompts include recommended responses, upsell opportunities, and compliance reminders tailored to the active campaign script.
Objection Scripts
When the AI detects common objections — pricing concerns, competitor comparisons, timing issues — it instantly surfaces proven rebuttal scripts. Agents respond confidently without searching through manuals or asking supervisors.
Knowledge Base Lookup
The AI searches your internal knowledge base, product documentation, and FAQ repository in real time, surfacing the most relevant answer to the customer's question directly on the agent screen — no hold time, no transfers.
Live Coaching Alerts
Supervisors receive real-time notifications when an agent needs help — long silence, negative sentiment spike, or missed compliance phrase. One-click whisper coaching lets the supervisor guide the agent without the customer hearing.
Voice Biometric Authentication
Verify caller identity using unique voiceprint matching. The system captures a voiceprint during enrollment and passively verifies identity on every subsequent call — reducing verification time from 45 seconds to under 5 seconds while adding a robust layer of fraud prevention.
Voiceprint Enrollment
A short speech sample during the first interaction creates a unique voiceprint stored securely. Enrollment takes under 30 seconds and works across inbound IVR flows and outbound verification campaigns.
Passive Verification
On subsequent calls, the system compares the caller's voice against the stored voiceprint in real time — no security questions needed. Verification completes in under 5 seconds while the caller speaks naturally.
Fraud Detection
When a voiceprint does not match the expected caller, the system flags the call for review and can automatically route it to a fraud investigation queue. Known fraudulent voiceprints are blacklisted across all campaigns.
Multi-Language NLP Engine
Natural language processing that works natively across Indian and global languages. Sentiment analysis, intent detection, and entity extraction operate in the caller's language — no translation layer, no accuracy loss. The engine supports over 12 languages with continuous model updates.
Hindi
Full NLP support for Hindi including Devanagari script processing, sentiment scoring, intent classification, and keyword extraction. Handles Hindi-English code-mixing common in Indian contact center conversations.
English
Advanced English NLP with Indian accent optimisation. Handles regional English variations, industry-specific terminology, and mixed-language utterances with high accuracy across all AI features.
Tamil
Native Tamil language processing with script-aware tokenisation. Sentiment analysis and intent detection tuned for Tamil-speaking customer interactions in banking, insurance, and telecom verticals.
Telugu + 12 More Languages
Telugu, Marathi, Bengali, Gujarati, Kannada, Malayalam, Punjabi, Odia, Assamese, and more. Each language model is trained on contact center domain data for maximum accuracy in real-world calling scenarios.
AI Auto-Disposition & Post-Call Summary
Machine learning analyses call audio, transcription, and agent notes to suggest the most accurate disposition code automatically. Simultaneously, the AI generates a concise post-call summary capturing key discussion points, action items, and outcomes — reducing wrapup time by up to 40%.
Smart Disposition
The AI analyses the full conversation and suggests the best-matching disposition code from your campaign's code list. Agents confirm with one click instead of scrolling through dozens of options — faster, more consistent, and more accurate.
Call Summary
A structured summary is generated automatically after every call — customer intent, key topics discussed, objections raised, commitments made, and recommended next steps. Summaries are stored in the CRM and available for supervisor review.
CRM Auto-Update
Disposition codes, call summaries, sentiment scores, and next-action recommendations are pushed to your CRM automatically. No manual data entry — agents move to the next call immediately while the CRM stays perfectly up to date.
Conversation Intelligence Dashboard
Aggregate insights from thousands of calls into actionable intelligence. Topic clustering reveals what customers are talking about, trend heatmaps show how conversations evolve over time, and campaign-level insights help managers optimise scripts, training, and targeting for maximum performance.
Topic Clusters
AI groups conversations into topic clusters — pricing enquiries, product complaints, feature requests, cancellation attempts. See exactly what your customers care about without reading thousands of transcripts.
Trend Heatmaps
Visual heatmaps show how topic frequency, sentiment, and call outcomes change over days, weeks, and months. Spot emerging issues early, measure the impact of script changes, and track campaign health at a glance.
Campaign Insights
Per-campaign analytics combining sentiment trends, conversion rates, top objections, and agent performance. Managers get data-driven recommendations for script optimisation, lead targeting, and training priorities.
Frequently Asked Questions
Common questions about e DoT AI advanced features.
What AI features does e DoT AI include?
e DoT AI includes real-time speech analytics with live transcription, sentiment analysis and emotion detection, predictive lead scoring, AI agent assist with real-time coaching, voice biometric authentication, multi-language NLP supporting 12+ Indian and global languages, AI auto-disposition with post-call summaries, and a conversation intelligence dashboard with topic clustering and trend analysis.
Which Indian languages are supported?
The multi-language NLP engine natively supports Hindi, English, Tamil, Telugu, Marathi, Bengali, Gujarati, Kannada, Malayalam, Punjabi, Odia, and Assamese — over 12 languages in total. Sentiment analysis, intent detection, and entity extraction work across all supported languages.
How does voice biometric authentication work?
During enrollment, the system captures a unique voiceprint from a short speech sample. On subsequent calls, passive verification compares the caller's voice against the stored voiceprint in real time — reducing identity verification from 45 seconds to under 5 seconds. The system also flags potential fraud when voiceprints do not match known records.
Can AI features be enabled per campaign?
Yes. Every AI feature — speech analytics, sentiment scoring, lead scoring, agent assist, voice biometrics, NLP language selection, auto-disposition, and conversation intelligence — can be toggled on or off at the campaign level. This gives managers full control over which capabilities are active for each campaign without affecting others.
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