Beam

Product Introduction

1. Beam is an AI-powered co-pilot designed for customer success teams to automate quality assurance (QA), compliance monitoring, and agent coaching during live customer interactions. It analyzes 100% of calls in real time to reduce average handle time (AHT), improve Net Promoter Score (NPS), and detect security risks such as fraud or deepfake voices. The platform provides agents with contextual insights, predictive sentiment analysis, and actionable guidance to enhance customer experience (CX).
2. The core value of Beam lies in its ability to transform contact center operations by replacing manual QA processes with AI-driven automation. It ensures compliance with regulatory standards like FCA and CFPB while scaling best practices across agent teams, reducing training time, and preventing revenue loss from fraud or non-compliance penalties.

Main Features

1. Beam performs real-time QA across 100% of customer interactions, instantly scoring calls, flagging compliance violations (e.g., PCI breaches), and identifying coaching opportunities. This eliminates manual sampling and ensures consistent adherence to regulatory frameworks for industries like banking, insurance, and mortgages.
2. The platform detects and alerts teams to fraud risks, including social engineering attempts, deepfake voice synthesis, and unauthorized data access. It integrates predictive sentiment analysis to preempt customer dissatisfaction and provides agents with real-time summaries of prior interactions for context-aware responses.
3. Beam offers automated coaching tools that analyze agent performance metrics, deliver instant feedback during calls, and replicate top-performing agent strategies across the entire team. This reduces onboarding time and operational costs while maintaining GDPR-compliant data storage with AES-256 encryption.

Problems Solved

1. Beam addresses the inefficiency of manual QA processes, which typically cover only 5% of interactions, leaving compliance gaps and inconsistent customer experiences. By automating 100% call analysis, it eliminates human error in compliance checks and reduces AHT by 10-30% through real-time agent guidance.
2. The product targets customer success teams in highly regulated sectors such as financial services, where PCI violations, FCA non-compliance, or deepfake-driven fraud pose significant operational and reputational risks.
3. Typical use cases include real-time interception of non-compliant payment disclosures during calls, immediate fraud alerts for suspicious caller behavior, and dynamic coaching for agents based on sentiment trends detected in customer voices.

Unique Advantages

1. Unlike legacy QA tools limited to post-call analysis, Beam operates in real time, enabling immediate intervention during live interactions. It combines compliance monitoring, fraud detection, and CX optimization in a single platform, whereas competitors often address these areas separately.
2. Beam’s AI models are trained to recognize deepfake audio patterns and regulatory keyword violations (e.g., GDPR data requests) with sub-second latency, a capability absent in most contact center solutions. Its predictive sentiment engine uses historical interaction data to forecast customer emotions before escalation.
3. Competitive advantages include SOC II and ISO 27001 certifications (in progress), integration with modern contact center infrastructure via APIs, and a proprietary "Customer Context" system that builds dynamic profiles using cross-channel interaction history.

Frequently Asked Questions (FAQ)

1. How does Beam ensure compliance with regulations like GDPR or PCI-DSS? Beam automatically flags non-compliant phrases (e.g., credit card numbers shared via unsecured channels) in real time and stores all data in GDPR-compliant, AES-256 encrypted servers. Compliance certifications (SOC II, ISO 27001) are currently being finalized.
2. Can Beam integrate with existing contact center platforms? Yes, Beam is compatible with major cloud-based contact center solutions through APIs, requiring no infrastructure changes. It supports real-time data synchronization for CRM systems, ticketing tools, and voice platforms.
3. How does Beam detect deepfake voices? The platform uses acoustic fingerprinting and AI models trained on synthetic voice datasets to identify anomalies in pitch, tone, and speech patterns, alerting agents within milliseconds of detection.
4. What metrics does Beam track to improve agent performance? Key metrics include AHT reduction, NPS trends, compliance violation rates, and sentiment scores. Agents receive automated feedback on script adherence, empathy gaps, and resolution efficiency during calls.
5. Is Beam suitable for small-scale contact centers? Beam scales for teams of all sizes, with pricing based on interaction volume. Its real-time coaching and fraud detection features are particularly valuable for startups facing PCI compliance or social engineering threats.