Conversational Analytics

The opportunity in analyzing big data for deep insights and improvements in customer experience is rapidly gaining traction across businesses. At the same time, companies that have not yet invested in analytics are still allocating significant resources into traditional business intelligence and quality assurance. Only a fraction of the insights from their interaction data is being utilized.

Transcom’s conversational analytics offering aims to support customer service providers on their digital journey; securing quick benefit realization from new disruptive technologies. We believe that all companies should aspire to improve their customer understanding, and that conversational analytics is the right solution to pursue. Drawing on our extensive customer service experience, customized solution advice and dedicated implementation support, we wish to play a fundamental role in securing your success with conversational analytics. Working with Transcom will provide you with tangible outcomes: New depths of insights from comprehensive data mining and analytics, continuous monitoring of trends and development in your data, and fact based improvement initiatives aligned with your business objectives.

The wide application of conversational analytics provides a broad set of tangible benefits. Unlocking and acting upon the insights will typically bring benefits such as: 

  • Improved NPS/CSAT from identifying and tracking correlations between satisfaction survey scores and metadata containing insights on customer reactions to the service provided. Also, predicting behavior and actions related to an incoming interaction to better prepare and drive preferable outcomes.
  • Improved AHT and FCR by analysing interactions with high handle times and repeat calls. Further revealing aspects in the customer journey where fine tuning of processes, changing response patterns or applying automation can is represents clear benefits. 
  • Increased sales hit-rates through providing sales teams with typical customer inquiries, triggers, reaction patterns or intents related to various products and services. Leveraging continuous capture and categorization of demand data combined with contextual data on customer needs. 
  • Reduced complaints and dissatisfaction by identifying and eliminating terms and drivers related to customer pain points. Root causes can be captured much more effectively from applying meta-tagging of data and creating smart queries to capture issues. 
  • Reduced number of calls from identifying and categorizing call types and reasons, using keyword combinations. A more nuanced understanding will enable development of proactive initiatives to reduce volumes.
  • Reduced churn by identifying risk-triggers and initiate proactive mitigation actions or ensure next contact is routed to agents specifically trained for saving potential churners.

Our solution has two main applications:

Conversational Analytics for Insight Generation: utilizes predefined queries designed to capture (often unexplored) patterns across all recorded interactions between agents and customers. Whether you are looking to identify root causes of recurring complaints, define customer sentiment based on tone of voice, or pinpoint what words or phrases are more effective for selling products in a given segment; conversational analytics can provide you with meaningful answers. Visual and dynamic dashboards will help you interpret your data across select dimensions, enabling more qualified recommendations for improvement initiatives.

Conversational Analytics for Virtual Assistance: builds on the same foundation as conversational analytics for insight generation, adding a Virtual Agent on top to utilize the insights into effectively assist human agents in interactions with customers. Machine learning and automation allows virtual agents to feed human agents with responses that, based on statistics, will drive preferred outcomes in any given interaction. Advanced algorithms ensure that the virtual agent develops its cognitive capabilities from a constantly growing database containing contextual information from every single interaction. Improvement initiatives as such, is continuously developed and implemented, from one interaction to the other. Whether the virtual agent is deployed in chat, social media, messaging or self-service platforms, the insights from conversational analytics will significantly enhance performance. 

You can read more about our offering here, or contact us directly on conversationalanalytics@transcom.com.