KAI metric definitions
What is Engagement?
This refers to the level of visual engagement of the HCP during your conversation. It assesses the attention being paid to the other speaker and how animated are the facial expressions which indicates how much interest is being shown. Higher engagement levels likely mean that the other party is interested or focused on the information you are communicating with them. High engagement scores do not necessarily imply a positive reception of the key communication topics but are able to reveal which key communication topics interested the client.
Why is Engagement Important?
Highlighting the areas of high and low engagement scores allows us to analyse specific areas where the other party showed high or low interest. Identifying these areas can help with follow-up conversations.
What is Emotion
Definition: Emotions are biological states associated with all of the nerve systems brought on by neurophysiological changes variously associated with thoughts, feelings, behavioural responses, and a degree of pleasure or displeasure.
In simple terms, KAI measures the positions and movement of features on the face and determines which emotions are being shown. Emotions are broadly categorised as positive or negative and the strength of the emotion is also measured from the feature positions relative to the resting face of that individual which is calculated in real time. The range is -100 (negative) to +100 (positive) where zero is neutral emotion.
Negative emotion includes emotions such as anger, fear, and contempt.
Positive emotions include joy and a smile. Positive emotions are evoked by positive events, objects, or situations.
Why is Emotion important?
Understanding the client’s emotion is important to get insights into how clients felt during parts of the call. They reveal which topics were met with joy and which were received with tribulation. Gathering this information can help with a number of areas.
What is Confidence?
Confidence means feeling sure of yourself and your abilities — not in an arrogant way, but in a realistic, secure way. Confidence isn't about feeling superior to others. It's a quiet inner knowledge that you're capable. Confident people essentially feel secure, as opposed to insecure.
Confidence is a measure of how confident or tentative the language was during the conversation. It is analysed by sentence based on the words that are used.
Why is Confidence important?
If you are confident, people believe you, confidence is attractive, brings success, helps to connect well with others.
What is Sentiment?
Definition: an attitude toward something; regard; opinion. A mental feeling; emotion: a sentiment of pity. Refined or tender emotion; manifestation of the higher or more refined feelings. Exhibition or manifestation of feeling or sensibility, or appeal to the tender emotions, in literature, art, or music.
Sentiment is evaluated based on the words that are spoken in each sentence and is scored on a scale of -1 (negative) to +1 (positive).
Why is Sentiment important?
Sentiment analysis is the interpretation and classification of emotions (positive, negative and neutral) within text data using text analysis techniques. Sentiment analysis tools allow field teams to identify customer sentiment toward products, brands, or messages.
What is Speaker Balance?
A balanced conversation is between two people who share the time and topics in roughly equal parts, enjoying the interplay with the other person. A good conversation is a balanced act of turn-taking. This means that you should take your turn to speak as a natural right and also respect the other person's right to speak and be heard.
Why is Speaker Balance important?
The first and most important rule of conversation is that it is not all about you, but it’s not all about the other person either. A monologue, in either direction, is not conversation. Try to achieve a balance between talking and listening in any conversation.
What is Energy in a conversation?
The energy of the conversation is a complex measure involving the words per minute or ‘pace’ and speaker switching rate. The measure also checks how consistent these other elements are across the interactions.
Why is Energy important?
A good conversation is not a monologue. Measuring energy helps identify the extent to which the conversation is a dynamic dialogue between the parties. Ensuring your conversations are dynamic and both parties are engaged leads to a better conversation.
