United Systems Inc.
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QUINCY — United Systems Inc., a Quincy-based technology services provider, is offering small and midsize businesses new artificial intelligence tools that transcribe phone calls and gauge caller sentiment, the company announced.
The company said the tools use live transcription, which turns a conversation into searchable text as it happens. Employees can stay engaged with the caller instead of taking notes, then search the transcript later to find a deadline, customer concern, or pricing question. The company said a salesperson, for example, could return to a 30-minute prospect call and locate a specific point without relying on memory or handwritten notes.
The system also includes real-time sentiment analysis, which the company said detects when a caller’s experience may be turning negative. In a customer service setting, it can alert a supervisor during the call so the supervisor can help the employee, provide information, or step in.
The company said transcripts and sentiment reports can also help managers spot patterns, such as repeated complaints about billing, scheduling, or a particular product, to guide operational decisions.
“Think about how much important information is exchanged during your employees’ phone calls every single day,” said Mike Melton, the company’s president. “Now, AI can help capture those conversations automatically and turn those conversations into meaningful data.”
Melton said the technology raises employee productivity, which in turn increases profitability and improves customer service.
United Systems was founded in 1986.
