Contact Centre Communication Intelligence
Detect vulnerability signals, monitor agent fatigue and generate auditable Consumer Duty evidence — at scale, via API. EchoDepth analyses contact centre interactions for the signals keyword tools cannot detect.
Capabilities
Vulnerability signal detection
Identifies anxiety, cognitive overload and distress markers in customer speech — at the timestamp level, not through keyword triggers.
Agent fatigue monitoring
Flags vocal and linguistic patterns associated with agent stress and cognitive load before they affect customer experience or compliance.
Consumer Duty evidence
Structured, auditable outputs — timestamped, scored, reproducible — meeting the evidential standard required for FCA Consumer Duty audit.
Quality assurance prioritisation
Signal-based coaching queue — direct QA resource to the interactions where signal data identifies the highest risk or coaching value.
Complaints escalation analysis
Analyses the communication signals in complaint interactions to identify where tone or delivery created escalation risk.
API at scale
Deployed via REST API into existing call recording infrastructure. High-volume analysis without manual sampling. Structured JSON or PDF output.
Common questions
How does EchoDepth support FCA Consumer Duty in contact centres?
EchoDepth analyses recorded interactions for vulnerability signals at the timestamp level. Outputs are structured as auditable Consumer Duty evidence — scored, documented and reproducible. This moves compliance from random sampling to systematic signal review with a defensible audit trail.
Can EchoDepth detect agent fatigue?
Yes. EchoDepth identifies vocal and linguistic patterns associated with agent cognitive load, stress and fatigue — flagging interactions where agent performance may be compromised before it affects customer outcomes or compliance.
How does it integrate with existing contact centre platforms?
Via REST API into existing call recording and CRM infrastructure. Recordings are submitted via API and scored outputs returned as structured JSON or PDF. No replacement of existing infrastructure required.
Analyse a contact centre interaction
Submit a recorded interaction. Receive a scored EchoDepth report within 5 working days.