Every call, chat, and email turned into operational data
Contact centers run millions of interactions and review a few hundred. Semarize evaluates 100% of them, so ops, compliance, and CX work from what was actually said instead of disposition codes and a 3% survey return.
Kit
Contact Center Kit
Structured signals from a contact center interaction
Output
{
"contact_reason": "billing dispute",
"auto_fail": true,
"predicted_csat": 72,
"transfer_driver": "wrong queue",
"repeat_contact": true
}
The problem
You measure a sample, then manage the whole floor on it
A QA team can listen to maybe 2 of every 100 calls. Disposition codes get picked under handle-time pressure and rarely match what happened. Surveys come back from the few customers who reply, usually not the angry ones. So leaders end up steering a floor of thousands of agents on a thin, biased slice of the volume.
Sampling hides the pattern
Manual QA covers a fraction of interactions, so the issues driving most of your cost and risk sit in the calls nobody listened to.
Disposition codes are noise
Agents pick a code in two seconds to wrap up. The real contact reason, the repeat cause, and the transfer driver almost never make it into the field.
Compliance gaps surface in audits
A missed disclosure or skipped identity check carries penalty risk, but you only find it when a regulator or a sampled review does.
Surveys speak for 3% of customers
CSAT scores trend on whoever bothers to answer. The frustrated majority hangs up and never tells you, so experience data is both thin and skewed.
Contact center examples
Every interaction, in operational data
Run the same Kit across calls, chats, and emails to get operational drivers, auto-fail compliance, and predicted CSAT on the whole volume.
01 / Operational drivers
Find what's actually inflating handle time and repeat calls
Disposition codes tell you a call happened, not why it ran long or came back. Semarize extracts the real contact reason, the repeat-contact cause, and the transfer and hold drivers from every interaction - so ops can target the handful of issues behind most of the cost.
Handle-time drivers
Last 7 days, all queues
0.0m
avg handle time
02 / Compliance at scale
Catch every auto-fail across the floor
Outbound and service floors have to land identity checks, recording disclosures, and DPA language on every call, or carry penalty risk. Semarize checks each required element on 100% of interactions, stamps the auto-fails, and keeps a running count across the whole floor.
Required elements
Call #4471 - Collections queue
03 / Experience
Score satisfaction on every contact, not the 3% who reply
Survey scores come from the few customers who answer, and rarely the unhappy ones. Semarize derives satisfaction, effort, and sentiment from the conversation itself on every contact, so CX leaders can trend experience by queue and agent across the whole volume.
Predicted CSAT
112 contacts, all scored
How it works
How Semarize turns contact center volume into structured signals
Send the interactions you already record through the API. A reusable Contact Center Kit evaluates the operational, compliance, and experience signals you care about and returns typed fields for your systems.
- Step 1
Interaction captured
Calls, chats, emails, and transcripts are sent through the API as they complete.
- Step 2
Contact Center Kit runs
Bricks evaluate contact reason, required elements, repeat drivers, and predicted CSAT.
- Step 3
Signals extracted
Scores, flags, and categories come back in the same schema on every single interaction.
- Step 4
Evidence attached
Each auto-fail and driver carries a quote from the conversation for fast review.
- Step 5
Systems updated
Typed fields feed your WFM, QA, BI, and compliance reporting without manual review queues.
Example Bricks
The contact center signals Semarize returns
Each Brick evaluates one field, score, or flag with confidence and evidence. Bundle Bricks into Kits that run the same way on every call, chat, and email.
Operational drivers
Classify the real reason for the contact, beyond the disposition code.
Capture why the interaction was transferred so ops can fix routing.
Compliance at scale
Check whether the required recording disclosure was given on the call.
Flag the interaction when any required element is missing.
Experience
Derive a satisfaction score from the conversation on every contact.
Label customer sentiment so CX can trend experience by queue and agent.
Example output
Structured signals, on every interaction
The same schema comes back every run: typed values, confidence, and evidence spans tied to the interaction they came from. No summaries to read, no sample to extrapolate.
Contact Center Kit returned
System-ready fields for WFM, QA, BI, and compliance reporting
- Contact reason
- billing dispute
- Repeat contact
- true
- Transfer driver
- wrong queue
- Recording disclosure
- false
- Auto fail
- true
- Predicted CSAT
- 72
{
"contact_reason": "billing dispute",
"repeat_contact": true,
"transfer_driver": "wrong queue",
"hold_reason": "system lookup",
"identity_verified": true,
"recording_disclosure": false,
"dpa_language": true,
"auto_fail": true,
"predicted_csat": 72,
"effort_score": "high",
"sentiment": "frustrated",
"survey_returned": false
}The difference
Why a sampled QA score cannot run a floor
A manual review tells you about one call after the fact. Operations, compliance, and CX need fields they can query, route, and audit across every interaction the floor handled.
Sampled QA and surveys
Structured contact center signals
FAQ
Contact center conversation intelligence, answered
How Semarize evaluates high-volume contact center interactions and returns structured fields for operations, compliance, and CX systems.
Keep exploring
Where contact center signals go next
The same structured outputs support adjacent teams, workflows, and product layers.
Check required elements and stamp auto-fails on every interaction.
Trend predicted CSAT and sentiment to track customer health.
Turn agent behavior across the floor into coaching signals.
Feed operational drivers and repeat-contact data into your warehouse.
Define the typed checks Semarize evaluates on each interaction.
Run Kits against interactions and receive structured JSON back.
Get started
Score the whole floor, not a sample of it
Build a Contact Center Kit and run it against every call, chat, and email to get operational drivers, auto-fail compliance, and predicted CSAT in one structured output.
No card required. Start testing in minutes.