Customer Interaction
Insights
Drive better customer experiences with every interaction
Customer-brand conversations across digital channels are a valuable source of insights for businesses. They can help identify why customers leave, how to prevent revenue loss, and how to optimize support costs. But to get these insights, businesses need more than just speech-to-text technology. They need advanced NLP powered by generative AI (specifically Large Language Models, or LLMs) that can go beyond keywords and topics.
With generative AI, businesses can analyze those multi-channel conversations more deeply and accurately to help them make better decisions and provide more effective customer support. Ultimately, this will improve customer retention and financial performance through lower churn, up sales, and lower support cost.
What is Customer Interaction Insights?
Customer Interaction Insights (CII) processes and analyzes customer interactions like voice calls, chat and call transcripts, and social media interactions to derive actionable insights for both customers and support agents.
Key features
Here are the key features that make CII the best solution to help understand customer-brand conversations and derive actionable insights.
Transcript accuracy
Microsoft-powered Automatic Speech Recognition (ASR) engine supporting multiple languages and accents
NLP capabilities
Cutting-edge NLP technology that analyzes conversations and derives actionable insights
Pre-trained AI models
Industry-specific models accelerate time-to-value and help generate highly accurate insights
Multi-channel intelligence
Mines customer interactions across multiple touchpoints in the customer journey to generate insights
Unified console
Allows all stakeholders to keep a tab on emerging trends and check for issues
Benefits
Improvement in Net Promoter Score (NPS)
Reduction in support costs
Improvement in First Call Resolution (FCR) rates
Unlock the customer experience potential of every interaction...
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