The average contact center today collects thousands of daily agent-customer interactions across a multitude of channels – voice, email, SMS, social media, and webchat.
Using that data to draw conclusions regarding customer needs and preferences is essential for your organization. Interpreting these interactions and converting them into actionable insights enables your organization to deliver a richer and more compelling customer experience (CX).
AI Insights extracts actionable insights from the Voice of the Customer (VoC) and Voice of the Employee (VoE) initiatives to uncover the “why” hidden in Net Promoter Score (NPS) and Customers Satisfaction (CSAT) feedback and internal agent surveys, with greater than 95% accuracy. AI Insights’ proprietary hybrid of machine learning, Natural Language Processing (NLP), and proprietary fully optimized industry-specific lexicons ensure that no additional parsing, processing, or validation is required.
By enabling your organization to focus on resolving critical issues before they become serious business impediments, while proactively capitalizing on emerging customer trends, AI Insights will help your company increase customer loyalty, reduce churn, and maximize upsell and cross-sell opportunities
NPS is good at telling you how customers feel about your brand at a specific point in time. But it doesn’t tell you what to do to improve their experience, also doesn’t tell you WHY they think the way they do or WHY they are acting the way they are. Understanding this is key to determining what needs to change to deliver a better customer experience.
Let customers and employees tell you, in their own words, what matters most to them. Complement the quantitative feedback from the scores with qualitative data, from the words they use when they interact with you digitally, to free-text survey responses, ensuring that you really understand your customer’s expectations.
By employing semantic technology to uncover context and nuance, AI Insights enables your organization to deliver a better overall customer experience by quickly identifying critical issues and uncovering key customer expectations. AI Insights provides valuable context by uncovering your customer’s emotions such as fear, disappointment, anger, satisfaction, astonishment, surprise, and even sarcasm.
Supported by the speed and availability of affordable processing power, learn more about how AI can take customer contact far beyond what is feasible now.
For IT and business leaders, quickly finding a successful CX strategy can be a huge competitive differentiator. Metrigy’s real-world metrics from leading organizations, will show how to drive measurable CX improvements.