The Sealed Customer Engagement Platform will turn call centre and mobile operations into smart calls. Sealed will improve staff efficiency and business outcomes when engaging with citizens by telephone to register a complaint, report an issue, query an account, make an application or to manage resources including sporting facilities and many other activities. During or before making a call the “talking point” feature, a proprietary AI engine, instantly displays information about the customer from CRM, back office, open source and social media on any desktop or mobile device. Staff will learn what the last discussion was about and if there are any relevant issues to cover and to build a rapport during the call. A highly scalable secure virtual network is used to record and transcribe the conversation in real time. The platform algorithm uses Natural Language Processing to analyse and highlight relevant content such as identity, dates, events, issues, location etc and monitor compliance keywords. Natural Language Understanding is applied to identify customer sentiment during the conversation (i.e. emotions, intonations, urgency etc).When the conversation is complete the call is automatically turned into actionable insights. Relevant data is extracted from the call using Robotic Process Automation and sent to the CRM to update an existing record or create a new record, tasks, reminders and follow-up action. The text of the conversation is stored and available to be searched to discover pertinent business information including trends, issues and determine customer experience.