You listen to 5% of calls. Problems are in the other 95%.
AI analyzes all calls with emotional metrics, frustration, empathy, resolution. Service quality at real scale.
Start nowWithout FilmScribe
- Analyze quality by sampling, listen to 5% of calls
- Superficial metrics: call duration, first-contact resolution
- Serious problems go unnoticed in sampling
- No way to measure empathy or agent soft skills
With FilmScribe
- 100% call analysis with automated emotional metrics
- Frustration → satisfaction arc = successful resolution
- Anger (intensity 5) = priority for immediate review
- Empathy measured in the agent, automated soft skill metric
Upload calls
Send batches of support calls. Any format, any volume.
AI maps each call's emotional arc
Detects frustration, confusion, anger, empathy, and satisfaction. Maps whether resolution occurred.
Identify patterns
Compare metrics across agents, find crises, and use real segments for training.
Real scenario
Quality audit of 50 calls
The supervisor needs to evaluate 50 calls from an agent. AI analyzes all of them and shows emotional distribution: how many end with the client satisfied and how many end with persistent frustration. Calls where the client shows anger are flagged as priority for review. Empathy in the agent's speech is detected as a quality indicator. When a call starts with frustration and ends with satisfaction, it means the service worked. Best and worst segments can be downloaded for real-case training.
Features that make the difference
Dialogue & Emotion Analysis
AI recognizes anger, frustration, and empathy as direct service quality indicators.
Content Types
Analysis focused on what matters: detects if the problem was resolved, not if the client was happy out of obligation.
Project Organization
Organize calls by agent, period, or campaign. Analysis at scale with folders and tags.
And more:
Stop guessing service quality
Upload calls and get real emotional metrics from every client interaction.
Start now