Agentic Insights: speech analytics and AI quality assurance on 100% of interactions
Quality, voice of the customer and decisions with AI. Automated quality evaluation on 100% of interactions, speech analytics, contact driver analysis, churn intent, competitors mentioned and protocol compliance. This defines what to automate next and where to step in before losing the customer.
What is speech analytics?
Speech analytics is the automated analysis of a contact center's recorded conversations. Voice is transcribed into text and then analyzed to detect topics, contact drivers, emotions, mentions and script compliance, without anyone having to listen to every call. When the same analysis also covers digital channels, it is called interaction analytics.
What Agentic Insights adds
Traditional speech analytics tells you what was said. Agentic Insights uses AI models to tell you what to do about it: it evaluates the quality of every interaction against your operation's scorecard, explains why customers get in touch, detects who is about to leave and defines what to automate next.
Coverage: a minimal sample of interactions.
Channels: mainly voice.
Output: a quality score per agent.
Decisions: by gut feeling.
Coverage: 100% of interactions.
Channels: voice and digital channels.
Output: quality, contact drivers, churn intent, competitors mentioned and compliance.
Decisions: a data-based automation roadmap.
What it analyzes
Agentic Insights works with data from any contact center platform: voice recordings with intelligible audio, text conversations, tickets, emails and images.
Every interaction is scored against your operation's quality scorecard, not just a sample.
Transcription and analysis of calls in Spanish and Portuguese.
Why customers call and write, grouped and quantified.
Signals that a customer is about to leave, so you can step in before losing them.
Which competitors customers name, and in what context.
Whether scripts, mandatory disclosures and processes are followed.
Business impact: Quality measured on the total, not on a sample; a data-based automation roadmap; proactive retention.
Platforms we implement it with
Independence with judgment.
| Agentic layer | Platform | What it brings |
|---|---|---|
| Speech analytics and voice of the customer |  | Voice transcription and analysis specialized in Spanish and Portuguese, with models trained on the region's accents and vocabulary. |
| Voice AI agents, Agent Assist and insights on voice operations |  | Leading cloud contact center platform with voice AI agents, real-time Agent Assist, AI QA and WFM. Movigoo was named Iberoamerica Partner of the Year at the Five9 2025 Global Partner Awards, presented at the Five9 SKO in January 2026. In the 2024 edition it had been named High Performance Partner of the Year. |
| Digital AI agents, Copilot and AI QA |  | Omnichannel customer service and help desk platform with AI agents that resolve complete cases, Copilot for the human agent and automated QA. Movigoo is a certified integrator. |
| AI models for agents, copilots and insights |  | Claude models for reasoning, language understanding and task execution inside AI agents, copilots and agentic analysis. Movigoo is part of Anthropic's Claude Partner Network. |
Diagnostic, measured pilot and scale
After the diagnostic, the pilot runs for one month with a bounded scope. Pilots are paid.
Transcription tested on real audio. Transcription accuracy in Spanish and Portuguese determines the quality of the analysis. We evaluate it with the client's own recordings before committing to results.
- 01
Diagnostic
We analyze the operation with real data (tickets, emails, recordings) and deliver a fact sheet with prioritized use cases. Output: fact sheet and automation roadmap.
- 02
Measured pilot
We apply the analysis to a bounded volume of interactions, with an agreed baseline and before-and-after metrics. Output: comparable evidence to decide.
- 03
Scale
We expand to more cases, channels and countries based on measured results.
What clients ask us about speech analytics and Agentic Insights
01What is speech analytics?
It is the automated analysis of a contact center's recorded conversations: voice is transcribed into text and analyzed to detect topics, contact drivers, emotions, mentions and script compliance, without listening to every call.
02How is Agentic Insights different from traditional speech analytics?
Traditional speech analytics tells you what was said. Agentic Insights uses AI models to tell you what to do about it: it evaluates the quality of 100% of interactions against your operation's scorecard, explains why customers get in touch, detects who is about to leave and defines what to automate next.
03Does it work with any contact center platform?
Yes. It works with data from any contact center platform: voice recordings with intelligible audio, text conversations, tickets, emails and images.
04Does it work in Spanish and Portuguese?
Yes. We implement speech analytics in Spanish and Portuguese with Spitch, and we test transcription accuracy with the client's own recordings before committing to results.
05How long is the pilot?
After the diagnostic, the pilot runs for one month with a bounded scope. Pilots are paid.
06How does a project start?
With a 30-minute meeting, followed by an agentic diagnostic on the client's real data (tickets, emails, recordings) that delivers prioritized use cases and their impact. Then a measured pilot against a baseline and, if the numbers justify it, gradual scaling.
Last updated: .
30 minutes. Your operation. Real data.
We propose a 30-minute meeting to understand your current operation, your priorities and your decision horizon. With that, we define whether an agentic diagnostic on your real data makes sense: that is where agentic CX stops being a promise and becomes a number.
No generic demo. We start with your operation.