Callbi AI

"Every client conversation
analysed giving you answers that matter most"

Callbi AI adds intelligence
to every interaction

Analyse every client call and text-based conversation and see what it unlocks

Built on Best-in-class LLMs

Synthesise what thousands of customers are collectively telling your business.

Discover meaningful business queries

Interrogate this interaction data with meaningful business queries

Receive consolidated, evidence-based findings, rather than insights drawn from a handful of sampled calls.

Valuable Business Intelligence

Ask what reasons customers gave for leaving, which service failures occurred most frequently.

How sentiment shifted during those conversations, and what actions might have prevented the loss.

Know more from every call

Automatically uncover insights on:

Call driver and intent
Outcomes & resolution status
Sentiment with change trajectory
Escalation flags & risk
Action items and a summary available as filterable metadata.

Ask the questions that matter to your business

Don’t limit your AI to somebody else’s questions.

With Discovery Mode, your team can create and test its own AI Questions, on up to 1,000 calls, validate accuracy, refine them and publish them. Once published, Callbi automatically runs those questions against the calls you define.

Built for South African Contact Centres

Callbi’s transcription engine is built specifically for South African contact centers, supporting:

including mixed-language conversations as they are actually spoken, improving as you flag transcription errors.

4 great reasons to deploy
Callbi AI

Insights from 100% of client conversations

Callbi’s transcription engine is built specifically for South African contact centres. It supports six South African languages, transcribes mixed-language calls as spoken, and continuously improves as you flag transcription errors.

Insights from 100% of client conversations

Enterprise AI. Your data stays yours.

AI processing runs in AWS GDPR-compliant EU data centres based on demand. Your audio and results are not used to train AI models and are not retained. Activation requires a signed AI-processing consent

Early warning on escalation and churn

Sentiment trajectory, escalation flags and resolution status identify the conversations that went wrong while there is still time to act, and reveal the service failures that most often precede cancellation.

Intelligence that fits into your operation

Your AI results are:

Filterable in Callbi dashboards
Exportable to CSV and Excel
Available through the Callbi API for CRM and BI tools

ISO27001 certified and committed
to privacy and data security

Maintaining trust, essential to build sustainable business

Callbi is ISO27001 certified, which focuses on risk management and data security.

Callbi understands how important the security and privacy of your data is. Ensuring our platform remains secure is vital to maintain the trust of our customers and essential to build a sustainable business.

You can view our certificate here.

How Callbi AI works

Step 1 — Intelligence flows

Client conversations are processed during the upload process, with no additional software or hardware required. AI results are filterable in your dashboards, exportable to CSV or Excel, and available through the Callbi API for CRM and BI tools.

Step 2 — Ask and publish

Build AI Questions in Discovery Mode and test them on up to 1,000 calls at a time. Refine the wording until the answers are accurate, then publish. Published AI Questions run on all calls matching your filter criteria.

Ready to see what Callbi AI can uncover in your contact centre?

Callbi Success

Inbound services

Problem Identified
Callbi analytics indicated significant inefficiencies in overall call-handling processes and techniques in this contact centre, resulting in inordinately high AHT.

Applied solution and results
After Callbi-based interventions were introduced, AHT was reduced by 17%, operations were able to reduce agent headcount and substantial savings are expected.

17% reduction in AHT

Agent headcount reduction

Significant expected savings per annum

Telesales

Problem Identified
In the first week of using Callbi, management in this company identified that agents terminated 80% of sales calls without following prescribed objection-handling scripts, call guides and training.

Applied solution and results
Appropriate disciplinary action, revised processes, scripts and training interventions were implemented together with additional Callbi-based monitoring. Within 60 days, sales revenues have increased by over 15%.

Revised processes, scripts and training

15% increase in sales revenues within 60 days

Collections

Problem Identified
Callbi identified significant post-call silent time in this call centre indicating large-scale agent abuse.

Applied solution and results
Culprits were quickly identified and appropriate disciplinary action was taken. Cost savings to the operation estimated to be significant.

Significant estimated operational savings per annum

What our
customers
say …

iWYZE started rolling Callbi out into our operations environment about three months ago. The capabilities have been of tremendous assistance. We have been able to do 100% quality audits for over 200 calls in under an hour. Our business users have also embraced the tool as a whole and expressed appreciation for some of the features, such as the identification of key words and phrases and being able to fast track to the specific portions of the call that they needed to give focus to, reducing effort for each of them substantially.