Measuring your customers’ experiences throughout their journeys gives you real-time insights into where the best possibilities for optimisation lie.
Analyse with our software
Our software can analyse real-time and archived communications such as phone calls, chats, emails and social feeds. This enables you to gain valuable insights and increase the value that your employees deliver to customers, structurally improving your customer experience, Net Promoter Score, customer satisfaction score and operational efficiency.
Our platform uses its AI engine to convert spoken and written conversions into usable data:
- Signal Analytics: calculating simple metrics such as response time, raised voices, number of silences…
- Speech Recognition: converting spoken conversations using neural networks, speech recognition and machine learning
- Natural Language Processing: conversations are categorised and checked for compliance, sentiment analysis, call flow…
- Indexing: all conversations are saved, indexed and prepared for data mining
We convert all this information into a dashboard so that you can see the status of your customer experience at a glance.