Empath AI

Our AI product development team at Magora was commissioned to build Empath AI, a groundbreaking SaaS platform designed to transform call centre operations through advanced vocal biomarker technology.

This innovative solution moves beyond standard sentiment analysis by interpreting nuanced tone, pace, and speech patterns in live conversations to detect subtle, undeclared signs of caller vulnerability, such as anxiety, depression, or cognitive decline.

The task was to provide real-time, actionable insights directly to agents, enabling more empathetic communication while ensuring robust compliance and integration within existing corporate ecosystems.

We demonstrated proactive leadership by developing the Empath AI platform from the ground up. The core of our solution involved integrating audio analysis engine called Canary Speech for both the caller and the agent, capturing nuanced vocal biomarkers and producing a diagnosis.

This diagnosis is instantly converted into actionable Empath Guidance Prompts, which are delivered to the agent's screen without disruption. A critical component of the project was the development of a dedicated Teams Integration module, ensuring these prompts appear seamlessly within the agent's everyday workflow.

Furthermore, we built Call Management Reporting funcationality for performance tracking and an Anonymous Diagnosis Reporting tool that aggregates data to provide insights into caller trends and agent wellbeing while strictly preserving individual privacy.

The collaboration resulted in a powerful and ethical AI platform that has fundamentally enhanced the quality and compliance of call centre operations. By providing live, empathetic guidance to agents based on deep vocal analysis, Empath AI has enabled a new standard of personalised and supportive customer interaction.

The platform has delivered exceptional, measurable outcomes, identifying up to 1 in 3 vulnerable callers who would have otherwise gone undetected. This has significantly reduced compliance risk through proactive safeguarding and has boosted agent performance and confidence with real-time support.