Voice Capture
An AI agent answers and records customer calls in real time.
VOICE INTELLIGENCE
Voice is the most unfiltered signal —
We make it machine-readable
Every business conversation carries intelligence that conventional analytics never captures: a complaint lodged over the phone, a hesitation before a purchase decision, a recurring question that signals a product gap. These signals vanish the moment the call ends — unless they are captured, transcribed, and processed into structured data.
INTELLIGENCE PIPELINE
01
02
Transcription
Spoken language is converted to a structured text corpus.
03
Signal Extraction
Sentiment tagging, keyword clustering, intent classification.
04
Intelligence Output
Sentiment and dominant-emotion scores, churn flags, satisfaction indicators — the same metrics as our social listening line.
The result: a new data layer that complements digital scraping with the unscripted voice of the customer.
APPLICATIONS
CHURN
Voice-derived churn early warning
Dissatisfaction, cancellation intent, and friction language identified before they surface in revenue data — feeding directly into HKM's Retention Health Score.
PRODUCT
Customer voice as product signal
Recurring complaints, unresolved questions, and repeated feature requests extracted from transcripts become structured product development inputs.
SENTIMENT
Real-time sentiment monitoring
Spoken tone, emotional register, and language intensity scored and trended — complementing platform sentiment with the unfiltered register of direct conversation.
L3
Decision Intelligence integration
Voice transcripts fed into HKM's Decision Intelligence Brief alongside CRM, P&L, and social data — the most complete customer picture available to a Hong Kong SME operator.
WHY IT MATTERS
Solicited signal —
Higher intent by design
Voice data is structurally different from social data in one critical respect: it is solicited. A customer calling your business has already decided to engage — the signal is higher in intent than anything gathered from a public platform. Voice Intelligence brings this layer into the same analytical framework as our qualitative data mining engine, producing a unified intelligence picture across digital, social, and spoken channels.
Add the Voice LayerSee it running
A scoped demonstration on your use case, or a quotation for a pilot deployment