Skip to main content
COTU logo graphic in grey
CX/EX logo by COTU

CX-EX AutoInsights

Ever finish a call and realise you’ve already forgotten half of what was said? Or like many of us, not picking up on the details that truly matter, the slight hesitation, the underlying frustration, or the offhand comment that reveals exactly what a customer needs? This usually disappears the moment you hang up.

This is where CX-EX ensures they don’t. Using AI-driven voice analytics, it decodes your call recordings to surface the insights your team didn’t have time to write down or the emotions behind the call. CX/EX helps to understand your customers at a deeper level, respond with more precision, and make decisions based on what’s actually being said, not just what was remembered.

CX/EX: Voice Analytics & Insights

Your calls are full of useful information – you just don’t have time to listen to all of the cues we are given.

It analyses voice recordings and chat conversations to surface what’s really going on: what customers are asking for, where your team is excelling, and where things are falling short. The result is clearer decisions, better coaching, and compliance you can actually evidence, without anyone having to sit through hours of recordings at 1.5x speed.

At a glance: key capabilities

  • Transcription: Spoken words converted to text with high accuracy, so you can read, search, and review calls the same way you would any document.
  • Call Summarisation: Every call distilled into the key points that matter, so your CRM updates itself while your team gets on with the job.
  • Topic & Trend Analysis: Group conversations by theme to understand the “why” behind the “what.” Address the root causes of your call volumes rather than just the symptoms.
  • Sentiment & CX Analysis: Spot repeat contacts and unresolved issues before they become a pattern. AI-assisted scoring helps you understand what’s driving customer frustration — and what’s earning their loyalty.
  • Automated Coaching (EX): Transform the employee experience by providing fair, consistent feedback across 100% of calls. Identify your top performers’ secret sauce and share it across the team.
A comprehensive data analytics dashboard for CX-EX AutoInsights. The layout includes four primary sections: a top-left bar chart showing call volumes by technical and service categories; a top-right stacked bar chart showing call trends over time; a bottom-left pie chart illustrating the percentage split of call sub-categories; and a bottom-right stacked bar chart displaying call category performance across individual agents. The interface uses a dark mode theme with vibrant orange, red, and teal data visualizations.

What AutoInsights Can Do

Behind the scenes, AutoInsights combines natural language understanding, domain-specific language models, and high-accuracy speech-to-text, but you don’t need to worry about any of that. Here’s what it means for your business:

Coral circle with a white number 1 in the centre

Agent performance reports

Coaching conversations grounded in real data, not gut feel. Objective insight into how agents are performing across every interaction.

Coral circle with a white number 2 in the centre

Interaction analytics

Flags things like pace and overtalk that affect how conversations land, helping teams communicate more effectively.

Coral circle with a white number 3 in the centre

Sales optimisation

Surface the reasons deals aren’t closing, conversion blockers, sentiment shifts, churn signals, so your sales team can respond before it’s too late.

Coral circle with a white number 4 in the centre

Compliance and risk management

Automate your QA process and check interactions against regulations and internal policies, without the manual legwork.

An example…

Let’s play out a scenario for, let’s call it ‘The Insurance Renewal Flare-up and The Unheard Opportunity’

An agent is on a 12-minute call with an angry customer whose premium has spiked. The agent is flustered, trying to find a discount code, and barely hears the customer mention a competitor’s name.

Here’s what AutoInsights sees:
Automated Summary:  “Customer expressed high frustration regarding a 25% premium increase. Agent attempted to apply a loyalty discount but was unsuccessful. Customer mentioned a lower quote from a competitor and indicated a 20-year history with the firm. Call ended without resolution; customer is at high risk of churn.”

Sentiment & Nuance Detection: At 04:12, the customer’s tone shifted from angry to disappointed. When they said “I’ve been with you since my first house,” the AI flagged it not as a standard pricing complaint, but as a loyalty let down — and a high-value retention opportunity.

Topic Analysis: The customer didn’t receive their renewal notice until two days before expiration. Cross-referencing 50 other calls that morning, the system alerts the manager: a systemic delay in renewal communications is driving a 30% spike in frustrated sentiment calls.

Coaching Moment: The agent stayed calm and didn’t interrupt during the peak of the outburst. The gap: they missed the chance to offer a multi-policy bundle because they were stuck navigating the discount menu. A coachable moment, flagged automatically.

So there you have it: CX-EX in action. It’s not about replacing human intuition, it’s about amplifying it. It gives your team the “digital memory” they need to be more present, more empathetic, and more effective. Because when you truly hear what your customers are saying, the opportunities for growth are everywhere.

CX/EX logo by COTU
A set of four stylized icons for the CX-EX platform. The set includes a profile head with a bar chart and voice waves (Voice Analytics), a colorful semi-circle sentiment gauge ranging from red/angry to green/happy, a computer monitor displaying various data charts and graphs (Insights Dashboard), and an icon of a teacher presenting a chart to a class (Automated Coaching).

Ready to hear what your calls have been telling you?

Book a demo and see CX/EX AutoInsights in action or speak to the team to find out how it fits your environment.

Book a demo

Explore COTU

AURA brand logo, featuring the word 'AURA' on a blue background, with a glowing, multicoloured ring encircling the first letter 'A'

Aura Agentic Ai

RAMP brand logo, featuring an abstract orange and white circular graphic above the word 'RAMP' on a blue background

Call Recording Archive

ipSCAPE brand logo, featuring a stylised geometric icon next to the word 'IPSCAPE' on a dark blue background

ipSCAPE Contact Centre

CX-EX brand logo, featuring an icon of an arrow trending upwards through a circle, next to the text 'CX-EX' on a blue background.

CX/EX AutoInsights Ai platform