AI Call Tagging for Contact Centers

Once an interaction is transcribed and scored against custom quality rubrics, the system runs configured extraction templates across the text. It captures structured data points, identifies notable moments, and maps customer emotion. The resulting structured information is organized for manager review, performance tracking, automated alerts, and reporting across your contact center operations.

AI post-call tagging and extraction features are included in the EmberQA Pro plan at $89 per agent per month, which offers unlimited usage of included features without usage-based overage fees. The Essentials plan, priced at $49 per agent per month, covers core interaction scoring but excludes advanced post-analysis extraction workflows.

EmberQA supports automated analysis and tagging across multiple customer interaction types, including voice calls, SMS messages, emails, chat transcripts, and uploaded documents. This multi-channel capability allows contact centers to centralize evaluation rubrics, automate scoring, and maintain consistent quality standards across diverse customer touchpoints.

Automated tagging detects high-risk compliance issues such as privacy violations, improper advice, hostile agent behavior, and urgent escalation risks. When these issues are flagged during post-call analysis, the platform alerts supervisors, enabling leadership to intervene quickly, correct errors, and uphold mandatory operational standards across customer interactions.

Yes, contact center teams can configure custom extraction templates, scoring rubrics, metric weights, and red-flag parameters. EmberQA allows organizations to apply office-specific quality criteria and operational workflows, ensuring that call evaluations reflect company policies, service guidelines, and distinct program requirements.

Basic onboarding and standard support are included with all EmberQA subscriptions. Organizations choosing the Pro plan receive white-glove onboarding to assist with configuring teams, scorecards, rubrics, and supported integrations, along with enterprise support for dedicated technical troubleshooting and rollout requirements.