Staying on top of emerging trends in your customer conversations is key to improving your business. Voxjar's AI Recommendations help you do just that.
Your AI proactively analyzes your interactions to identify important Topics and agent Skills that you aren't currently tracking and delivers the most relevant to your inbox. This gives you a direct path to deeper insights and better performance.
This article explains how to enable the AI Recommendation email and how to use these suggestions to enhance your coaching and evaluation process.
What are AI Recommendations?
AI Recommendations are suggestions for new Topics and Skills to track within your Voxjar account.
As your AI transcribes and analyzes your interactions, it looks for recurring themes, customer sentiments, and agent behaviors. When it identifies a relevant pattern that you're not yet measuring, it flags it as a suggestion.
These suggestions serve as a powerful starting point for refining how you measure performance and understanding what truly matters in your customer interactions.
Enabling AI Recommendation Emails
To receive these valuable insights directly in your inbox, you can set up a recurring email report for all Admins and Evaluators.
Navigate to Settings.
Click on Notifications in the Account Settings section.
Locate the AI Recommendations card.
Click the toggle to enable the feature.
Once enabled, you can configure the schedule:
Day of week to receive report: Choose which day you'd like the email to be sent.
Time of day: Select the hour, minute, and timezone for delivery.
Delivery Method: Choose how you'd like to receive the report (Email is the current option).
Changes are saved automatically. You will only receive a report if your AI has new and relevant suggestions for you.
Understanding the Recommendation Email
The AI Recommendation email is designed to be simple and actionable. It presents two categories of suggestions based on recent analysis of your interactions:
Suggested Topics to Track: These are subjects that appear frequently in your conversations, like "Customer Satisfaction" or "Technical Support."
Suggested Skills to Measure: These are agent behaviors that your AI has identified as being present and measurable, such as "Active Listening" or "Problem Resolution."
Clicking Add These Topics or Add These Skills will take you directly into your Voxjar account to review and confirm the new items. This gives you full control over what gets added to your system.
Accessing Recommendations On-Demand
You don't have to wait for the email to see what your AI is suggesting. These recommendations are always available at the top of their respective settings pages:
Go to Settings > Topics to see suggested topics.
Go to Settings > Skills to see suggested skills.
Use Cases for AI Recommendations
Here are a few ways you can leverage AI Recommendations to improve your business:
Discovering Blind Spots: If you're unsure what to measure in your conversations, AI Recommendations provide a data-driven starting point. Your AI might identify that "pricing questions" is a major topic, prompting you to create a scorecard question to ensure agents are communicating prices accurately.
Keeping Your Evaluations Relevant: The criteria you use to evaluate interactions shouldn't be static. Use the weekly recommendations to keep your scorecards fresh and relevant. If your AI suggests "empathy" as a skill, it might be a good time to add a question about it to your main scorecard to encourage better agent performance.
Targeted, Proactive Coaching: A manager sees that "Upselling" is a recommended topic. Instead of waiting for revenue to dip, they can immediately use this insight to check if agents are missing opportunities and can create a coaching session focused on identifying upselling moments in a call.