- Real-time AI analysis
- Conversation routing
- Phone call summarisation
- Automated reporting
The voice of your customers
Our AI model has been changed on millions of customer service conversations from more than 500 e-commerce businesses. We look for patterns, themes, and meanings in the messages from customer service – not keywords.
By doing so, we can categorise and tag conversations in a highly detailed way without any overlap, which allows you to get to the root of problems and improve from there. In addition, you get access to all conversations in both the original language and machine-translated to English.
With AI tagging you are able to turn your customer service data into a to-do list and create better and better customer experiences for your customers, improving conversion along the way.
Not all conversations are equal
Some conversations are really complex, some are very time-sensitive, some just require a specific skillset.
By analysing and tagging conversations as they come in, you can direct conversations to specific agents, teams, inboxes, or queues depending on the subject and urgency of the conversation.
This can be done for any subject that makes sense for you and your team, whether it is bulk handling of refunds, product questions to the dedicated team, or sending cancellation requests to the top of the priority list.
Fully understand phone calls
Phone calls are long, end up being about many things, and can be difficult to categorise.
By recording your phone calls, our AI will transcribe all the contents, analyse it, and tag it as all other conversations – in addition, though, you also get a brief summary of each conversation to help understand the reason for contact and to make it easier to do deep-dives into specific categories.
This way your phone calls – a channel that is otherwise generally undocumented in organisations – become searchable and written just like the rest of the conversations, so you can use their content to get better at what you do.
Dashboards for all teams
To get the most out of customer service data it needs to be brought from the customer service out to the rest of the organisation.
With Customer Insights, you are turning your conversations with your customers into quantitative data, which you can build dashboards and reports from.
These dashboards can be scheduled and send out to the relevant stakeholders at a daily, weekly, or monthly interval, as well as when things get out of the ordinary. This keeps the whole organisation in the loop and promotes a customer-first mindset.
Some conversations are really complex, some are very time-sensitive, some just require a specific skillset.
By analysing and tagging conversations as they come in, you can direct conversations to specific agents, teams, inboxes, or queues depending on the subject and urgency of the conversation.
This can be done for any subject that makes sense for you and your team.
With Customer Insights, you are turning your conversations with your customers into quantitative data, which you can build dashboards and reports from. These can be scheduled and sent out to the relevant stakeholders at regular intervals, keeping the whole organisation in the loop and promotes a customer-first mindset.
"Listening in on all the customers in real time gives important and valuable insights"
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