Ticket & Back-Office Analytics

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Xdroid Ticketing Analytics extends the Xdroid Interaction Analytics platform by adding ticket and case analytics, enabling organizations to connect customer interactions with the internal processes that lead to issue resolution. While voice, chat and email provide visibility into customer-facing conversations, Ticketing Analytics reveals what happens behind the scenes: how cases are managed, which teams are involved, how efficiently issues are resolved, and how the resolution is ultimately communicated back to the customer. By analyzing every stage of the service lifecycle within a single AI-powered platform, organizations gain a complete end-to-end view of the customer journey: from the customer's first interaction, through back-office resolution, to the final communication that closes the case.

AgentAssist

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Xdroid AgentAssist is an AI-powered Real-Time Speech Analytics and Agent Assistance solution that analyzes customer conversations as they happen and turns live interaction intelligence into immediate, actionable guidance. During every call, AgentAssist transcribes and analyzes the conversation in real time, helping agents understand what is happening and what to do next. The solution monitors customer sentiment, tracks predefined KPIs and compliance requirements, detects relevant words, phrases and conversational events, and automatically recommends actions or surfaces contextual information when agents need it. Rather than relying solely on agents to remember procedures, search for information or recognize critical moments themselves, AgentAssist provides support directly within the flow of the conversation. Automated pop-ups can trigger relevant information or applications based on what is being discussed, while real-time recommendations use conversational content, sentiment and acoustic information to gu