Customer Intelligence & Insights Platform
Our executive dashboard allows strategically monitoring your AI analytics investment to validate business value and ROI. We utilize natural language processing to extract insights from customer conversations.
These insights are then tied to crucial organization-level KPIs so you can track performance over time. KPI categories include revenue growth from increased wallet share and share of wallet, cost savings from improved operational efficiency, and rising customer satisfaction driven by our AI prescriptions.
With clear metrics quantification, you can rapidly validate the business impact across increasing revenue, reducing costs and improving customer experience.
Our interactive analytics dashboard allows exploring critical customer and operational insights in visual formats that promote quick understanding and data-driven decision making.
Sentiment charts showcase how customer emotion shifts across the journey - from initial inquiries to service requests and escalations. Journey mapping visualizations let you drill into steps causing frustration.
Service process charts trace incident flow from open status to pending issues and resolution. Spot inefficiencies causing delays.
Together these charts allow honing in on areas for improvement, backed by AI-powered insight generation and recommendations to translate findings into measurable gains in customer satisfaction as well as operational excellence.
Our Sentiment Flow Intelligence maps customer journey stages to the associated emotions and sentiment detected within conversations. The Sankey chart showcases where across inquiry, service request, issue resolution, and follow-up interactions frustration and satisfaction emerge.
Easily trace sentiment shifts to contact center departments, field operations, and support teams to reveal strengths as well as pain points to rectify.
Pinpointing exactly how, where, and why customer sentiment shifts allows organizations to systematically improve experiences and operational efficiency. Identifying emotions that correspond with gaps in processes, tools, or agent skills/training helps prescribe targeted solutions.
Driving higher satisfaction pays dividends in the form of improved retention, increased wallet share, and reduced servicing costs over time.
Our AI as a Service platform delivers more than insights - we prescribe proven actions to drive real business outcomes. By combining granular analysis of customer conversations with industry benchmarking, we spot emerging issues, upsell opportunities, churn risks, and more.
These analytical findings are paired with specific data-backed recommendations like coaching agents, resolving software bugs earlier, or proactively contacting customers showing disengagement signals.
We essentially remove the guesswork in deriving value from customer insights. This leads to measurable gains such as higher conversion rates, faster issue resolution, improved retention and beyond.
The business impact spans the key metrics of revenue, costs, and customer satisfaction.