Contact Center Analytics
Raw conversation to actionable intelligence
oCX Root Cause Analysis
Raw Conversation
Interaction #CC-20482 · May 28, 2026 · 4:12 PM
Unprocessed Transcript
Agent: Good afternoon, thank you for calling XYZ Bank customer support, my name is Sarah, how can I help you today?
Customer: Hi yes, um, I am calling about my card, I tried to make a payment yesterday and it got declined, my name is James Holden, card ending in 4821.
Agent: Of course Mr. Holden, let me pull up your account. Can you verify your date of birth?
Customer: Sure, it is March 14, 1989. My phone number is +44 7700 900123.
Agent: Thank you. I can see the decline. It looks like you reached your daily transaction limit.
Customer: I did not even know there was a daily limit. This is the third time in two weeks. I need this fixed.
Agent: I understand your frustration. Unfortunately I cannot raise the limit myself, that requires a supervisor request.
Customer: That is ridiculous. I have been a customer for 6 years and I cannot even pay my bills. I am seriously considering switching banks.
Agent: I completely understand, I am so sorry about this. Let me escalate this to a supervisor right away for you.
Customer: Fine. But this should not be happening at all. Goodbye.
Output
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Ready to Analyze
The raw contact center conversation on the left will be automatically cleaned, structured, and analyzed.
Data Cleaning in Progress
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PII Instances
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Greetings
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Filler Phrases
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Lines Removed
Scanning interaction for personal data, noise, and irrelevant conversation segments...
↓ Alterna CX Data Cleaning
Next: This cleaned interaction will be structured as a customer review and scored with oCX — Alterna CX's AI-estimated satisfaction metric that works without a survey.
Cleaned Interaction Summary
PII Removed · Noise Filtered
Customer issue: Card payment declined multiple times over two weeks due to daily transaction limit being reached.
Customer context: 6-year customer expressing high frustration. Threatened to switch banks. Unaware of daily transaction limits before incident.
Agent outcome: Could not resolve. Escalated to supervisor. Customer left dissatisfied.
Structured as Customer Review
Cleaned Review · oCX Score Estimated Without a Survey
My card was declined three times in two weeks because of a daily transaction limit I did not know existed. I have been a customer for 6 years and I still cannot pay my own bills. The agent was polite but could not fix it. This is unacceptable.
oCX Score
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/10
Score of 2/10 — Detractor range. Root cause analysis triggered automatically.
Detractor Risk
Topics Detected in This Interaction
Alterna CX extracted the following topics from interaction #CC-20482 and linked them to the oCX score of 2/10. Each topic shows how strongly it contributed to customer dissatisfaction.
Topic Breakdown · Interaction #CC-20482
Transaction Limits
Primary
−18 oCX
Escalation Required
Strong
−12 oCX
Churn Threat Expressed
Present
Risk
Limit Policy Awareness
Present
−5 oCX
Agent Politeness
Present
+2 oCX
968
identical interactions analyzed this month
78% of affected customers were unaware of the limit before hitting it. This single topic is responsible for the largest share of oCX decline across your entire contact center.
AI Generated Root Cause Analysis · 1,240 Interactions
Root Cause 01
Hidden Transaction Limits With No Proactive Communication
Customers reach daily and monthly card transaction limits without prior warning. The limit policy is not surfaced at onboarding or in the mobile app, resulting in surprise declines during critical payment moments.
Root Cause 02
Frontline Agents Lack Authority to Resolve Limit Issues
Agents can identify the problem but cannot increase limits or apply exceptions. Every case requires supervisor escalation, extending resolution time and increasing customer frustration before any action is taken.
Root Cause 03
Repeat Incidents Drive High-Value Customer Churn Risk
Long-tenure customers experiencing the same limit decline more than once are 3.4x more likely to mention competitor switching intent. Churn signals in transcripts are not being flagged or escalated in real time.
AI Generated Action Recommendations · Ranked by oCX Impact
● Critical
1. Add Proactive Limit Warnings to Mobile App and Online Banking
Trigger an in-app notification when a customer reaches 80% of their daily limit. Display remaining limit at checkout and on the card management screen. Customers should never discover a limit by experiencing a decline.
↑ +18 oCX est.
● High
2. Empower Frontline Agents with a One-Time Limit Override Tool
Create a governed override capability allowing agents to grant a single 24-hour limit extension for verified long-tenure customers. Removes supervisor bottleneck for the most common escalation type and cuts resolution time by an estimated 70%.
↑ +12 oCX est.
● High
3. Deploy Real-Time Churn Alert for Repeat Decline Incidents
Flag any customer experiencing a second or third limit decline within 14 days for immediate proactive outreach. Route to a retention specialist rather than standard support queue. Automate a goodwill gesture for 6-year-plus customers.
Churn Prevention
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