Imagine this: It’s a busy Thursday, and your team is on back-to-back calls. Among hundreds of conversations, a customer might Mention a Competitor, Show Dissatisfaction, or even Suggest an Amazing Idea for your product. As a manager, you would wish to have superpower ears and listen to every single one of those insightful moments. But In the bustle of daily work, manually sifting every call for vital information is unproductive and impossible.
…until now.
That’s where Keyword Trackers come in! Your new AI feature is designed to Capture Crucial Mentions from any customer call, and provide the signals your team needs to Respond Fast, Stay Informed, and Succeed.
What can I use Keywords Alerts for?
For every department, Keyword Trackers can help managers receive alerts from crucial customer interactions, cutting through the noise and only signalling what matters.
Let’s explore some key ways you can leverage Keyword Trackers:
Customer Retention:
Spot churn signals early. Get instant alerts when customers mention keyphrases like “cancellation policy,” “unhappy,” or “cancel my contract”. Be aware, act fast and safeguard customer accounts.
Competitive Intelligence:
Monitor all your competitor mentions. Track rival product names, brands, or campaigns to help you equip your frontline team to counter competitive talk, and stay ahead in the market.
Product Feedback & Ideas:
Tap into customer conversations to uncover valuable insights and hear their suggestions. Automatically identify new product ideas and customer feature requests from calls to fuel innovation.
Compliance Oversight:
For compliance teams, Keyword Trackers automatically identify omitted keywords in calls. They spot where staff need training to follow scripts, especially for sensitive account verification.
Sales Playbook Adherence:
For sales teams, know instantly when agents deviate from key playbook phrases or process steps. Empower managers to provide targeted coaching.
So how do Keyword Trackers work?
Think of Keyword Trackers as your personal, highly attentive assistant for gaining insights from all customer calls. It’s all about setting up smart rules so the system knows exactly what crucial moments from those conversations to bring to your attention. Here’s the simple process:
Define Your Keywords and Logic:
Tell the system exactly what to listen for, and how to identify it.
Start by defining your keywords, phrases, or combinations of terms you want to track.
Use conditional logics like quotes for exact phrases (“do you also offer”), | for OR (issue|problem), + for AND (deal+breaker), and – for NOT (-”security questions”) for super precise tracking.
Then, decide whether you want to be alerted when the keywords are mentioned (like “solar panels”) or even when crucial keywords are NOT mentioned (like “compliance disclaimer”).
Filter for Focus:
Only want alerts from specific teams or numbers? No problem! You can set filters to analyze only calls involving particular participants, like your sales team, or calls to specific lines (let’s say your Support Hotline), ensuring you only get the most relevant signals.
Choose Your Action:
When your keyword and filter conditions are met, Keyword Trackers spring into action! You can opt to receive an instant email alert directly to your inbox, and/or automatically tag the call in your call log for easy filtering and review later.
How can I identify the calls that have been alerted?
Once Keyword Trackers are triggered, you’ll be notified. There are two primary methods to identify calls that triggered one of your trackers:
By Email Alerts:
You’ll receive a detailed email that includes the tracker name, call participants, and timestamp. It will also provide you with a call summary and transcription mentions of the keyword(s) involved.
Using Call Tagging:
If you’ve turned on auto-tagging, the matching conversation in your call log will be automatically categorized. This makes it very easy to filter your call logs and retrieve all conversations labeled with the specific tags your trackers automatically added. You can also use other filters such as date range, call type, extensions or even queues.
Both options bring you to the calls that matter most, facilitating to spot and act on these key signals.
What else do I need to know?
Yes! Keyword Trackers are part of our NUACOM AI Add-on, which includes 10 powerful AI-powered features and costs just €9/license. Availability may vary based on your current Nuacom plan, so please contact your account manager or our sales team for details.
Yes! When setting up a tracker, you have full control over who receives email notifications. For call tagging, visibility depends on who has access to your call records. You can always modify user permissions in your Nuacom portal to limit access to call details.
Getting set up is easy! You can activate Keyword Trackers within your user portal. Simply navigate to Settings >> Account Settings, then look for the AI Call Analysis tab. For detailed step-by-step instructions, check out our Help Center article.
If you are new to NUACOM, please visit our AI Call Analysis webpage.
If you are an existing customer, we’ve published an article about our AI Call Analysis on our Knowledge Base.
and see Keyword Trackers in action
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“NUACOM provides excellent support, reliable call quality, and flexible solutions that grow with your business. With features like call analytics, CRM integration, and automated routing, helps deliver better customer service.”
Final Word:
AI Keyword Trackers are your intelligent solution for transforming customer calls into actionable insights.
They cut through the noise to alert you only for what truly matters.
This empowers strategic action like competitive intelligence, product feedback, and early churn detection.
Plus, you can even ensure compliance and sales playbook adherence by getting alerts when crucial keywords are NOT mentioned during calls.
NUACOM: turn your conversations into insights.
