Chordia analyzes every customer conversation - calls, chats, any transcribed interaction - and produces structured, evidence-backed analysis of what actually happened.
Not just a score. Not just a sentiment label. A complete picture: what the customer needed, how the agent responded, what worked, what didn't, and what to do about it.
The core engine is Compass, a truth-first analysis system purpose-built for contact centers. It processes interactions through a structured pipeline of factual observations, behavioral signals, and predictive models - then generates specific coaching guidance tied to real moments in the conversation.
Factual observations first. Compass identifies what happened in the conversation - objective, verifiable facts grounded in the transcript. The customer expressed frustration about a billing charge. The agent offered a callback within 24 hours. These are not interpretations. They are evidence.
Behavioral signals. From those observations, Compass derives higher-order patterns across 134 behavioral signals - covering resolution effectiveness, rapport, compliance adherence, sales performance, and more. Each signal carries a strength score indicating how strongly the behavior was present. Not binary. Not pass/fail.
Outcome impact. A predictive model estimates how much the agent's behavior changed the likely outcome of the interaction - adjusted for call difficulty. An agent who handles a hard call well is not penalized for the difficulty. An easy call handled poorly is not rewarded for the simplicity.
Coaching guidance. Specific, actionable recommendations generated from the analysis. Not generic tips pulled from a playbook - guidance tied to what actually happened in that specific conversation, with evidence the supervisor can verify.
Evidence over judgment. Every insight traces back to a specific moment in a real conversation. Supervisors can validate what Compass found. There is nothing to take on faith.
Understanding, not just scoring. Traditional QA simply scores calls on a checklist - did the agent say the required phrases, yes or no. Compass asks a different question: what actually happened in this conversation, and what did it mean? That is the difference between judgment and truth.
Every conversation, not a sample. Most QA programs review 1-3% of calls. Compass analyzes 100%. Patterns that hide in small samples become visible when you can see everything.
Context-aware analysis. Compass understands the difference between an inbound support call, an outbound sales conversation, and an onboarding session. Signals adapt to context - it does not flag issue unresolved on a sales call or no upsell attempt on a complaint.
Built for coaching, not simply ranking. This is not an agent leaderboard. Outcome impact adjusts for difficulty so the analysis reflects what the agent actually controlled. The goal is better conversations, not better scores.
Customer center leaders, QA managers, operations teams, and frontline supervisors - anyone responsible for understanding what is happening across customer conversations and turning that understanding into better outcomes.
Chordia works with teams running inbound support, outbound sales, collections, onboarding, and compliance-sensitive operations. If your team handles customer conversations, Compass can analyze them.
It is not a sentiment analysis dashboard. It is not a keyword spotter or script compliance checker. And it is not an agent ranking system.
It is an analysis engine built on a simple premise: if you want to improve customer conversations, you need to understand what is actually happening in them - all of them, with evidence, at scale.
Chordia connects to the systems contact centers already use - telephony platforms, CRMs, workforce management tools, and quality management systems. If you do not see the integration you need, we will add it.
