wvx Copilot in Speech Analytics: Real-Time Insights from the Dashboard

wolkvox incorporates a new tool in the Dashboard (real-time) called "wvx Copilot in Speech Analytics." This is a chat-like experience within the "Voice and Text Analysis" module, designed so you can query the operation in natural language and receive responses in structured report format.

Instead of building reports step by step, you can now ask questions and obtain results with metrics, lists, and findings, such as top agents, sentiment analysis, call distribution, comparisons, and more.
A key point: wvx Copilot analyzes information generated from the moment it was activated in wolkvox Manager (it does not consider periods prior to its activation).

Benefits

• Natural language queries: Ask questions as you would in a chat, without relying on complex configurations for each analysis.
• Ready-to-use reports: Delivers responses with a report structure (indicators, findings, and summaries) based on your queries.
• Real-time operational insights: Quick visibility for tracking trends, performance, and operational signals.
• More agility for leaders and analysts: Facilitates data exploration and reading without manually building each view.
• Supports different approaches: Allows queries to be oriented by periods, channels to audit, and objectives such as conversion, recovery, or quality.

Click [here] to go to the official documentation of the feature.

Automatic Quality with AI (AutoQAi) in Speech and Text Analytics

Now, in Speech and Text Analytics (Voice and Text Analysis), you can enable Automatic Quality with AI (AutoQAi) so that the system automatically scores agent performance by analyzing voice and chat conversations.

With AutoQAi, the AI creates and maintains quality matrices tailored to your operation (e.g., Sales, Support, Engineering), based on quality best practices (such as COPC approaches). These matrices define evaluable attributes, weights (%) per attribute, and the classification of Critical Errors (events that typically generate reprocessing, callbacks, or compliance failures).

Additionally, the scoring is executed immediately at the end of the interaction, and the system can decide which matrix to apply based on the conversation context (e.g., whether it corresponds to a support case or a sales conversation). The matrices are renewed monthly to adapt to business changes and the evolution of AI models.

Benefits

• Full coverage (100%): Evaluates all interactions without relying on sampling.
• More consistent and strict quality: Uniform criteria per operation and process.
• Fewer reprocesses and callbacks: By automatically identifying critical failures that impact operational efficiency.
• Operational savings: Reduces the workload and cost of manual supervision and analysts dedicated to constant scoring.
• "Living" and adaptive matrices: Automatic monthly updates to stay relevant to business changes.
• Clear visibility of performance: Allows reviewing results by agent and attribute on the analysis dashboard and consulting historical data in the quality module.

Click [here] to go to the official documentation of the feature.