DoubleTick

AI Conversational Intelligence and Governance

Capture all customer conversations across all WhatsApp numbers and PSTN channels to drive better outcomes using real-time deal intelligence and real-time customer intelligence.

Powering teams at

AI QA

Your 24/7 AI QA Team

Our multi-channel AI QA auto-scans chats and calls periodically to extract issues like competitor mentions, irritated customers, pricing issues and product feedback.

  • AI Issue Creation

    Automatically create a case for certain issues and track at granular level.

  • AI Topic Extraction

    Using AI custom fields, automatically extract topics of interest from the conversation.

  • Sentiment analysis

    Automatically analyze and extract sentiments based on customers' chats and calls.

  • One-click chat access

    Click on an issue to land onto the specific chat or call that triggered it.

CX Overview Powered by Meridian Surveillance AI — which detects anomalies, compliance gaps and sentiment patterns

Manage issues
Filters All Agents ▾ All Issues ▾ Status ▾ Date ▾
Total incidents128
Resolved incidents22/128 total
Pending incidents87/128 total
In-progress incidents19/128 total
DateIssueIncidentCustomerAgentMessageStatus
Today11:37 AM Requested callback 📞 Requested a callback IIshan Kulkarni Farhan Qureshi Can you set up a call about my home loan top-up? Not an Issue ▾
Today10:12 AM Competitor mention 🏦 Compared rates with a rival bank AAnanya Bose Farhan Qureshi Another bank is offering me 8.4% on the same top-up… In Progress ▾
Yesterday04:16 PM Irritated customer 😠 Expressed frustration SSanjay Rao Kavya Balasubramanian Third time I am explaining this, nobody is listening! Pending ▾
Yesterday02:48 PM Pricing issue 💳 Queried annual card fee NNikhil Deshpande Kavya Balasubramanian Why was I charged ₹590 when the card was sold as free… In Progress ▾
31/08/202612:08 PM 💡 Suggested an app improvement PPriya Venkatraman Meridian Retail Servicing Statement download in the app is very slow on 4G… Pending ▾
31/08/202611:53 AM Requested callback 📞 Requested callback confirmation PPriya Venkatraman Meridian Retail Servicing Ok. Pls call me after 6 pm Pending ▾
28/08/202603:27 PM Requested callback 📞 Missed call acknowledgment 9919820114477 Meridian Retail Servicing If you need assistance, please choose from the following… Not an Issue ▾
27/08/202612:30 PM Competitor mention 🏦 Discussing rival FD rates RRohan Malhotra Meridian Retail Servicing They are giving 7.25% on a 2-year FD, can you match it… Pending ▾
27/08/202612:26 PM Pricing issue 💳 Disputed forex markup RRohan Malhotra Meridian Retail Servicing The markup on my international spend looks higher than… In Progress ▾
26/08/202601:34 PM 💡 Praised the video KYC flow AAditi Ranganathan Shivam Mittal Honestly the video KYC was the smoothest I have seen… Not an Issue ▾

Governance

Team-Hierarchy Driven Access Control

Fine-grained manual governance over who can see, and act on, every conversation in the inbox.

  • Control chat access through a layer of roles and permissions, and decide who can read and write to which chat

  • Automatically restrict a leader to viewing only the chats belonging to their own hierarchy

Summaries

AI Chat and Call Summaries

Get to the issue at hand without reading the entire thread — every chat and call, summarised automatically.

  • Automatically summarise chats and calls in one unified thread

  • Concise weekly summaries to view the issue at hand without spending extra time reading the entire chat

  • Click on a particular issue to land directly on the chat message that flagged it

Analytics

Enterprise Analytics to slice and dice data

All events are tracked into our enterprise analytics tool that lets you slice and dice data as per your requirement.

  • Slice and dice data to view events by time, by user or by channel

  • One-click access to raw data across any report

  • Create dashboards by combining multiple reports

  • Fine-grained access control for analytical data across the entire team

Start today

Turn conversations
into conversions

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