Features
Everything you need to run a world-class contact centre
Five feature packs let you build the exact configuration for your use case.
AmiVoice Transcription
High-accuracy Japanese speech with speaker separation and stereo channel support.
Live Transcription
Direct browser-to-AmiVoice WebSocket. Real-time captions under 500ms.
AI Call Summary
AI summarises each call in under 30 seconds. Capture key information instantly.
Emotion & Sentiment Analysis
Emotion scores and sentiment labels auto-generated per call.
Customer Intent Classification
Auto-classify into 8 JP-standard categories. Custom taxonomy supported.
Quality Scoring
AI quality score (0–100) with strengths and improvement feedback. 100% call coverage.
PII Auto-Redaction
10+ PII types automatically masked server-side before any LLM processing.
APPI Consent Management
Per-call consent flag management with immutable audit logs.
Keigo Normalisation
AI rewrites transcripts into formal honorific Japanese. Before/after diff view.
PII Diff View
Side-by-side raw vs. redacted transcript view for admins and QA staff.
Custom Quality Rubric
Set scoring dimensions and weightings from the admin panel with version history.
Silence & Overlap Map
Detect silence intervals and speaker overlap to millisecond precision.
Call Timeline
Horizontally seekable timeline. Emotion waveform overlay included.
Keyword Spotting
Auto-detect complaints, escalation, and risk keywords with severity ranking.
JP KPI Dashboard
Aggregate KPIs (complaint rate, emotion, intent, volume) per tenant with sparklines.
Agent Scorecard
Rank agents by quality score, talk ratio, and trend for coaching prioritisation.
PDF Export
One-click audit profile (PII and consent records) or coaching profile export.
Webhook Delivery
Real-time HMAC-SHA256 signed notifications for CRM and LMS integration.
Alert Rules
Threshold-based alerts fire instantly when quality drops, critical keywords are detected, or negative emotion exceeds a limit. Delivered by email or signed webhook.
Weekly QA Report
Auto-generated Monday digest emailed to supervisors — call volume, quality trends, top and bottom performers, and flagged calls. Zero log-ins required.
Manual QA Scoring
QA reviewers score calls using the same rubric as the AI. Side-by-side human vs. AI comparison with a calibration dashboard showing agreement rates per dimension.
Review Assignment Workflow
Supervisors assign calls to QA reviewers. Track pending, in-review, and completed status with notes. Close the QA-to-action loop with full accountability.
Agent Self-Service
Agents log in to view only their own calls, quality scores, month-over-month improvement, and coaching areas — enabling self-coaching without supervisor involvement.
Audit Trail
Queryable log of every action on every call: consent changes, PII redaction, scoring events, and webhook deliveries. Fully filterable with CSV export.
Kintone Integration
Native Kintone push creates records in your workspace automatically with call metadata, quality scores, intent classification, and transcript links.
Auto QA Scoring
Define weighted evaluation criteria, auto-score every call with AI, view aggregate score distributions and agent leaderboards, and allow supervisors to override individual criterion scores.
Harassment Detection (カスハラ)
AI detects 6 categories of customer harassment per Japan's Ministry of Health, Labour and Welfare guidelines — verbal abuse, threats, unreasonable demands, repetitive complaints, sexual harassment, and discriminatory language. Instant risk flagging with timestamped moments and recommended supervisor action.
After-Call Work (ACW) Tracking
Agents log after-call work time per recording. Supervisors track average ACW, daily trends, and identify high-effort calls for coaching.
QA Review Workflow
Supervisors assign calls to QA reviewers from a managed queue. Track review status, completion rates, and ensure 100% of flagged calls are reviewed.
Competitive Comparison
Why customers choose KoeIQ
| Feature | KoeIQ | Generic Tools | Enterprise Suites |
|---|---|---|---|
| Japan-specific STT (AmiVoice) | ✓ | Partial | Partial |
| Live browser transcription | ✓ | — | Partial |
| 4-module AI analytics | ✓ | — | ✓ |
| Server-side PII redaction | ✓ | — | — |
| APPI consent + immutable audit log | ✓ | — | — |
| Keigo normalisation | ✓ | — | — |
| Custom quality rubric | ✓ | — | Partial |
| Feature packs (instant activation) | ✓ | — | — |
| AWS Tokyo default | ✓ | Varies | Varies |
| Time to deployment | Days | Hours (limited) | 3–6 months |
| Auto QA scoring (100% of calls) | ✓ | — | Partial |
| Harassment detection (カスハラ) | ✓ | — | — |