NamiSenseThe AI brain for your contact centre.
Real-time agent support, 100% automated quality assurance, and NamiSense Insight on one platform.
Suite Overview
NamiSense Contact Center Suite gives every agent the knowledge and guidance of your best performer, automatically evaluates every single customer interaction, and turns the NamiSense Insight into continuous business insight.
Powered by NamiTech's proprietary ASR and SER engines, the platform operates on an end-to-end deep neural network architecture. No sampling. No gaps.
The suite is deployed at VietinBank-scale operations, processing 12,000 to 20,000 conversations daily, achieving 100% QA coverage, and frees QA teams from repetitive manual review and focus on high-value coaching and compliance activities.
What it does
Manual quality sampling only covers 1% to 3% of contact centre interactions, leaving compliance blind spots and unaddressed customer churn signals.
NamiSense eliminates this limitation by analysing raw audio waveforms at scale. By combining language-aware transcription with deep learning emotion classification, NamiSense delivers immediate operational support in the moment and structured business intelligence post-call.
Module
NamiSense Agent Assist provides knowledge, guidance, and real-time support throughout every customer interaction, helping every agent advise with the accuracy, consistency, and effectiveness of your most experienced team members.
Support agents in real time with contextually relevant guidance, product knowledge, and handling suggestions matched to the situation and the customer's emotional state.
Multilingual support enables the business to leverage specialists regardless of their foreign language proficiency.
Proactively detect emotional risk, service quality issues, or compliance concerns and alert the Supervisor for timely intervention.
NamiSense Agent Scoring identifies the behaviours, skills, and interaction approaches that actually drive outcomes such as conversion, resolution, customer satisfaction, and compliance. Analysing every customer interaction using human-labelled evaluation datasets and high-precision classification models, it enables the business to standardise best practices at scale.
Identify behaviours, skills, and scripts correlated with conversion, revenue, CSAT, and NPS.
Automatically evaluate quality across 100% of customer interactions with transparent, evidence-backed results based on ground-truth transcripts.
Support coaching, training, and performance improvement based on real interaction data.
NamiSense Insight helps the business understand customer needs, emotions, and behaviour through a comprehensive analysis of interactions across every communication channel. It surfaces the insight needed to improve products, optimise the customer journey, and reduce churn.
Detect customer issues, needs, and trends in real time.
Identify the factors driving satisfaction, complaint rates, conversion, and likelihood to churn.
Provide insight to optimise products, operational processes, and customer experience.
Full Platform Value
The three modules are designed to work together: Agent Assist improving performance in the moment, Agent Scoring evaluating and standardising it at scale, and NamiSense Insight translating the aggregate into product and business intelligence.
100% interaction coverage: every conversation analysed, no sampling, and no gaps.
Evidence-backed results: every score traceable to raw waveform segments and every flag documented.
Coaching and capability development grounded in real interaction data rather than assumptions.
Real-time and post-call intelligence in a single platform.
Industry Application
Finance and Banking
Quality assurance across credit advisory, complaints handling, transaction support, and account management.
Insurance
Quality monitoring across product consultation, claims handling, and policy service.
Retail
Performance management across service counter and contact centre teams.
Enterprise Contact Centre and BPO
QA automation, agent performance standardisation, and NamiSense Insight across client operations.
Turn every customer conversation into actionable insight at scale
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