Interaction Analytics for Customer Insight

• Contact Centers and Customer Service
  • Identify a customer caller by voice to speed call times, lower cost per call and boost customer satisfaction
  • Understand customer sentiment and prevent churn while leveraging advocates – without having to complete a survey
  • Understand agent sentiment, rewarding consistent positive communications and training underperformers
  • Identify most frequent or most time-consuming product/service help requests, train agents, and correlate with renewal rates/revenue of those customers
• Marketing and Sales
  • Aggregate your or a competitor’s name/logo mentions across multiple social media platforms, and the frequency and sentiment of those mentions
  • Track when and where target topics, names or faces are mentioned/shown for more effective account-based marketing and selling
  • Automatically qualify sales calls based on the sentiment scores of customer responses to qualifying questions
  • Report on sales calls for mention of certain key words and phrases required to ensure successful outcomes
• Digital Experience Management
  • Understand preferred customer engagement channels by mentioned product/services
  • Identify which customer touchpoints have the most positive and negative sentiment, and modify as needed
  • Address time gaps in the customer onboarding process by measuring sentiment across each step
  • Flag high dollar amount digital customer inquiries and escalate for priority handling; correlate with sentiment scores to show effectiveness
• Product Management
  • Transcribe customer call reports and extract common feature requests across them, by product
  • Measure social media or email sentiment for a new product or service beta or launch
  • Canvass YouTube videos and comments for product/service name mentions to inform future business direction
  • Monitor competitor activity by tracking mentions on websites and social media
• Compliance
  • Dissect agent-customer calls and written communications for prohibited language and PII in banking, finance, healthcare and other regulated industries
  • Screen calls and emails for profanity and other objectionable words and phrases
  • Spot red flag keywords that could indicate fraud or other criminal activity, for example during an insurance claim first notice of loss (FNOL) call
  • Ensure all legal contracts contain necessary sections and headings, and key names, locations, dates and amounts are present

• Conversational Compliance

  Transcribe call recordings and make them searchable for company and regulatory compliance

• Social Media Insight

  Listen, learn, and leverage brand and competitor insights across your social media presence
  

• Contact Center Insight

  Identify speakers, transcribe calls, gauge intent and measure sentiment for reduced costs and satisfied customers

Make better business decisions while boosting revenues, reducing operations costs and improving customer satisfaction.
Tackle other use cases with unique solutions enabled by the aiWARE low-code Automate Studio workflow tool.