Univerx AI
Conversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
Building blocks
Conversation Analytics in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Transcription
Calls are transcribed, with speaker separation and timestamps, searchable like text.
Topics
What people talk about, grouped and over time. New topics stand out early.
Sentiment
Where the mood tips, within a conversation and across many.
Compliance
Check mandatory statements, notices and banned phrases without listening to every call.
Root causes
From symptoms to reasons: which processes, letters or outages trigger contacts?
#Why people get in touch
Classic reports show how many contacts there were and how long they lasted. They do not show what they were about. Conversation analytics closes that gap: it turns calls and messages into topics, sentiment and root causes.
That shifts the question. No longer "How do we cope with all these calls?" but "Why are so many people calling, and how do we prevent it?"
#From topics to causes
- Transcribe. Calls are transcribed; messages are text already.
- Group. Similar requests are clustered into topics.
- Watch. Which topics are growing? Where is sentiment tipping?
- Trace back. A topic is linked to events: a new letter, a price change, an outage.
- Act. Rewrite the letter, extend the knowledge, build an AI agent for the topic.
#Compliance without spot checks
Mandatory notices, cancellation rights, identity checks: in regulated industries certain statements must be made and others must not. Instead of listening to samples by hand, conversation analytics checks the pattern across every analysed conversation and shows where deviations occur.
The results feed into quality management. Evaluations remain a human task; the analysis shows where to look.
#Built for co-determination
In Germany, conversation analytics is a matter for the works council. Technical systems capable of monitoring performance or behaviour are subject to co-determination (Section 87(1) no. 6 BetrVG). Univerx is designed so you can configure the analysis accordingly.
| Setting | Effect |
|---|---|
| Analysis by topics and teams | No individual data in standard reports |
| Roles for single conversations | Only authorised people listen or read back |
| Retention and deletion | Periods per data type, set centrally |
| Audit log | Traceable who opened which analysis |
#What follows from it
The analysis is not an end in itself. Its results feed Univerx Knowledge with new articles, Agent Studio with new requests for AI agents, and business units with pointers to which letters trigger questions.
Univerx AI
AI that resolves requests and backs up people.
AI agents resolve routine requests on the phone and in chat, Univerx Assist supports employees live, Agent Studio governs it all. Plus routing, conversation analytics and knowledge; governance is part of the product.
Univerx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
- AI Act
- DSGVO
Univerx Knowledge
One knowledge base for employees, AI agents and self-service. With semantic search that understands what is meant, and generated answers that rest on your sources and name them.
- AI Act
- DSGVO
AI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
- AI Act
- DSGVO
Voicebots
AI agents on the phone: they understand natural speech, clarify the request, act in connected systems and hand over to people with context. Disclosed as AI, available around the clock.
- AI Act
- DSGVO
Agent Studio
The workbench for AI agents and prompts: build without code, test with real examples, approve through roles and version every change. Built once, usable in every channel.
- AI Act
- DSGVO
Predictive Routing
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
- AI Act
- DSGVO
Agentic AI
AI agents that complete multi-step tasks across connected systems: look up, change, book, trigger a process. Several specialised agents, coordinated by an orchestrator, bound by guardrails and approvals.
- AI Act
- DSGVO
Natural AI voices with ElevenLabs
Studio-quality voices in many languages and accents, fast enough for live dialogue. For voicebots, announcements, notifications and read-aloud. With ElevenLabs as technology partner, always disclosed as AI.
- AI Act
- DSGVO
- BFSG
Real-time translation
Chat, messaging, email and calls in the customer's language, while agents work in their own. Translated both ways in real time, with a glossary for specialist terms and a transcript in both languages.
- DSGVO
- AI Act
Supervisor copilot
AI summarises what is happening in the queues: topics, emerging issues, sentiment trends, compliance risks. It suggests actions, writes the shift summary and answers questions in natural language. Without individual surveillance.
- AI Act
- DSGVO
Authentication & fraud protection
Verify identity at the start of the contact: by app confirmation, one-time code, knowledge question or, with consent, voice traits. The status holds for IVR, bot and agent, and anomalies are flagged.
- DSGVO
- eIDAS
- AI Act
Frequently asked questions
Do we need call recordings for the analysis?
For speech analysis, yes, with consent or another legal basis. Chats, messages and emails can be analysed without recording. You set retention and deletion centrally.
Does this monitor individual employees' performance?
It need not. Analysis can be limited to topics, teams and processes. Whether individual data is visible is governed by roles and your agreement with the works council.
How accurate is the transcription?
That depends on language, acoustics and jargon. For topic and root-cause analysis, the pattern across many conversations is what counts. Check individual transcripts before consequential decisions.
Related
ProductsReporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
ProductsQuality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesBanking & financial services
Service on every channel, advice with a shared view and a signature inside the conversation, onboarding with the online ID card as a goal. Plus documents for your ICT third-party risk management under DORA on request.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
GlossarySpeech analytics
Speech analytics transcribes calls and analyses them together with chats and messages: by topic, sentiment and compliance. It shows why people get in touch and where processes get stuck.
GlossarySentiment analysis
Sentiment analysis estimates from wording and the course of a conversation whether a contact is calm, positive or tense. It reveals trends across many conversations, is unreliable for single cases and touches co-determination and privacy.
GlossaryQuality management (QM)
Quality management in customer service evaluates conversations with fixed forms, aligns evaluators' standards and turns results into coaching. Recording requires consent; evaluation requires the works council's involvement.
GlossaryData protection impact assessment (DPIA)
A data protection impact assessment examines in advance what risks a processing operation poses to the people concerned and how to limit them. In customer service it often applies to analytics, recording and AI.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.