Detecting a customer at risk of leaving is a time-critical activity that often requires drawing on indicators of a customer's satisfaction level that are not formally captured in systems.
The Customer SmartView solution, utlising Azure Cognitive Services, allows businesses to detect the mood of a customer by the tone of their voice or their correspondence, rate the risk of customer churn and produce timely alerts to
operational staff - all in real-time.
What's the Mood
Natural Language Processing (NLP) understands unstructured data, such a phone call
Customer mood is detected immediately with real time feedback provided
Real Time alerts indicate whether a customer is most likely to churn
Improve Customer Experience
Use data-driven evidence to train and provide real time recommendations to operational staff
Escalation workflows to ensure customer is effectively engaged
Ability to take preventative action when customer is “likely to churn”
Prevent the Churn
Customer history displayed at time of call allowing operational staff to evaluate customer’s engagement
Speech to text and Vocal Emotion Analysis indicate primary and secondary moods
Recognize the up-sell and cross-sell opportunities before they arise
“Early AI adopters that combine strong digital capability with proactive strategies have higher profit margins and expect the performance gap with other firms to widen in the next three years.”
- McKinsey Global Institute
Our Promise to you
Customer SmartDetect gives you the tools to provide a better customer experience and take preventive action at the point of contact.