Surveys miss the story
Survey responses show only part of the customer experience. The customers who stopped answering surveys are often the ones you most need to hear from.
Your customers tell you they’re leaving. Are you listening?
Churn doesn’t happen suddenly - it builds across frustrated calls, repeated complaints, and escalations your team missed. IdentityCall flags the calls with frustration cues and repeat contacts, so your team can follow up.
Analyze 5 calls freeFlag calls with frustration cues for follow-up
The problem
Churn hides in plain sight
Your CSAT looks fine. Your NPS is stable. But customers are leaving - and the warning signs were in conversations you never analyzed.
Frustration compounds invisibly
A customer’s third call this month is more frustrating than their first - but your agents don’t know it’s their third call. Each interaction resets to zero.
Patterns emerge too late
Suppose a billing issue drove 200 cancellations last quarter. You would learn it from churn reports, not from the frustrated calls that came first.
Emotion detection at scale
Find the calls with frustration cues
Emotion detection highlights vocal cues that may help reviewers understand a customer's experience: frustration, confusion, resignation. These are model estimates, not confirmed emotions or predictions of cancellation. Use them to pick which calls to follow up.
Auto-categorization for root cause analysis
See why customers are frustrated, not just that they are
Every call is automatically categorized: billing issues, technical problems, product complaints, shipping delays. Cross-reference with emotion estimates to find which issues most often carry frustration cues.
Returning caller recognition
Know it’s their third call this week
Speaker recognition identifies returning customers the moment they speak - regardless of which phone they call from. History is linked to one profile. Supervisors can get alerts when the same customer calls repeatedly.
Automatically categorize support calls by type - billing, technical, complaint - with AI confidence scores
Results support leaders measure
IdentityCall gives support leaders the calls and patterns behind the scores, not just the scores.
Calls to follow up
Calls with frustration cues, listed for review
Flagged
Repeat contacts
See who has called about the same issue more than once
Counted
Escalation reduction
Fix the root causes that emotion estimates and categories point to
Fewer escalations
Repeat caller visibility
Know every customer’s full history across all interactions
Recognized by voice
Surveys tell you what. Voice tells you why.
CSAT and NPS measure outcomes - but they can’t tell you why a score dropped or which interactions drove it. Voice analysis adds the depth your surveys miss.
Surveys alone
Surveys + voice intelligence
CSAT dropped 5 points this month
CSAT dropped because billing confusion calls spiked, and those calls carry more frustration cues than usual
NPS detractors increased
Detractors include customers who called several times without resolution
Low response rates
Every submitted call analyzed, including callers who never answer a survey
Feedback arrives days later
Frustration cues flagged once the call is processed
From calls to churn intelligence in days
1
Connect
Integrate with your contact center platform or CRM. Recordings come in from any system via API, SFTP, or webhook - no platform switch required.
2
Analyze
Every submitted call is transcribed, categorized, and scored, with emotion estimates per segment. No manual tagging, no sampling.
3
Act
Review the flagged calls. Route alerts to retention teams. Fix the root causes you find.
See the calls behind your churn numbers
Small teams: sign up and analyze 5 of your own calls free, no credit card. Larger teams: book a 30-minute consultation and we analyze 3–5 of your recordings together.
