04 Oct

Warwick Analytics in the Press: Contact Centre Helper

Warwick Analytics has been featured not once bu twice this month in Contact Centre Helper.

Firstly in the article Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts, our CEO Dan Somers gives his top tip:

Understanding the mix of topics, emotions and outcomes for different days of the week and time of the day can make a huge difference.

For example, do people use internet banking on a weekend? Are customers (and agents) happier at the beginning of the day/week?

By analysing incoming queries for topics, sentiment analysis and identifying emotional intents, a bank was able to understand when customers were more likely to tolerate delays and issues. This allowed them to forecast and staff more strategically, while flexing their skills and resources accordingly.

 

And in the feature: Why Is It Getting Harder to Recruit Good Contact Centre People? Dan talks about how there are many ways that better technology and analytics can support better processes that make ‘being great’ easier and more standardised as well as routing digital queries to the best people. This makes it easier to find and retain the best people and take on more inexperienced staff.

Wooden figures of people. The red man comes out with a team of workers. The concept of choosing a new leader. Choice of person. Hiring and recruiting. Human resource management. Selective focus

Share this
20 Sep

Our latest white paper is now available

Get our latest white paper: How AI and machine learning is improving live chat for customers and businesses.

Find out how the latest in AI/machine learning can help optimise ‘live chat’ channels to improve the speed of resolution, provide more relevant responses and streamline the chat optimisation process.

Many companies are implementing live chat because it offers a better
experience for some queries and some customers as well as cost savings for
companies compared to voice. Indeed the channel has been growing 87% pa
according to CustomerThink.

BoldChat found that top reasons given for why live chat is preferred are
immediacy of responses (71%), ability to multi-task (51%) and customers don’t
like talking on the phone (22%).

However canned responses, complex queries or poor staffing can lead to the
opposite experience, with channel switching, repeat calls and abandonment or
even churn. Misunderstandings can happen more frequently than a telephone
conversation, and with both customers and agents multitasking, there is plenty
of room for error. Offshore chat operations are often compounded with cultural
issues and misunderstandings too.

Many businesses who deploy live chat do so with conflicting reasons i.e. is it to
serve customers’ channel preferences or save money. It is frequently treated as
an ‘alternative’ to voice.

Download the paper for free here.

Share this
06 Aug

New partnership helps Ember enhance omnichannel analytics offer

Agreement with Warwick Analytics adds powerful machine learning/AI capability to existing solution

 

Customer experience specialist, Ember, has enriched its analytics capability through a new partnership with Warwick Analytics.

 

The partnership means that the Warwick Analytics’ PrediCX solution, which applies machine learning to accelerate gathering insights using text analytics, can be used by Ember in analytics work.

 

Best-in-class text analytics built on AI

The algorithms at the heart of PrediCX were developed from over a decade of research at Warwick University. Once a few example records of a concept used in web chats, email or social media is coded into PrediCX, the software identifies the other records with similar concepts even if they have different words or phrases in the text – meaning an entire lexicon of relevant search terms is built far faster than if it relied purely on manual coding.

 

“We already have a number of excellent relationships with leading speech analytics vendors, but we wanted to strengthen our analytics offer for other channels”, says Lee Mostari, Director of Insights and Analytics at Ember. “We examined the market and quickly concluded that Warwick Analytics had the most powerful and accurate solution for text analytics, so we’re delighted to have signed a full partnership agreement with them.”

 

Delivering insights for a major media company

The partnership has already borne fruit, as a major media company has asked Ember and Warwick Analytics to gather insights from its web chat. There are two distinct strands to the project: analysing technical support requests, with a view to identifying actionable improvements to the customer experience, and categorising other web chats, to help the media company understand the reasons customers make contact. In the longer term, that understanding will help shape a broader customer contact strategy.

 

This first project will be delivered as an advisory consulting service, with Ember and Warwick Analytics teams working together to provide the client a range of insights. However, the partnership allows Ember to offer PrediCX in different ways: as an ongoing managed service for one-off projects or as an installed and configured software tool that forms part of a wider analytics suite.

 

By working with Ember, we’re able to reach out to their broad customer base” says Dan Somers, CEO at Warwick Analytics. “In particular, the managed service element is something we see as different in the market.  Ember’s experience delivering analytics as a service means that clients will be able to benefit from PrediCX far more quickly and without the capital investment.”

 

Technology transparent

The addition of PrediCX to Ember’s analytics portfolio maintains the company’s technology transparent approach – giving clients open access to recommended analytics solutions, while continuing to support and work with any existing platforms that clients already have. “Our goal is to help all our clients make best use of analytics across all channels and all platforms to improve their customer insight and experience,” Mostari concludes. “PrediCX will definitely help us accelerate the process of gaining insight from the written word – across social, email and web chat.”

Share this
01 Aug

Guest Blog on S4RB: TWITTER DATA – SORTING THE PROBLEMS FROM THE POSITIVE FEEDBACK

On our latest guest blog for partner S4RB we take some publicly available Tweets looking specifically at packaging. It’s a timely example to use as it is a growing topic as consumers voice more and more environmental concerns, as well as the usual quality issues relating to packaging.

In a generic text analysis model, you might be lucky to pick up packaging issues at all, or at best to pick them up and assign positive or negative sentiment. However, this doesn’t help to action anything, not without further reading and coding. One must also figure out what the themes are to code in the first place.

With ‘human-in-the-loop’ software like PrediCX and the S4RB model specific to grocery retailer, the new signals are referred to a human as they appear so that nothing is missed, nor does it have to be guessed. The data truly speaks for itself!

Here is just one example from the blog post:

@Tesco check this out! Bacon I can open one handed. Unlike your packaging that I have to attack with a knife because for years the pull tab has not worked once. @AldiUK #voodoomagic #bacon

Beyond sentiment this richness allows brand owners to understand competitive advantage or disadvantages, which can feed into either marketing or product development. The ease of opening on Aldi’s product will be for more than just bacon!

Also,  there’s a hint of long-standing Tesco customer so can add label: “loyal customer”. These tags can both be used to help improve packaging, avoid serious issues, and also improve the brand’s standing to competitors in terms of the features that customers mention. What’s interesting is that a longstanding, loyal Tesco shopper has made an unsolicited comment to Tesco about a competitor. Have they switched? Imploring their favoured brand to improve?

You can see more examples and read the full blog at S4RB

Share this
18 Jul

S4RB use PrediCX from Warwick Analytics to bring you Supermarket Social

Welcome to this Supermarket Social Twitter analysis brought to you by Solutions for Retail Brands (S4RB) and Warwick Analytics.

In this report we uncover and discuss some of the trends from across Twitter relating to the big six UK Grocery retailers.

S4RB has integrated the Warwick Analytics PrediCX engine into the S4RB Affinity™ platform and created a retail grocery specific model designed to look beyond keywords and use advanced machine learning to identify emotion and intent.

Twitter chatter mentioning the above retailers was labelled and categorised resulting in the identification of several key themes in the market.

This report covers each of those themes and pulls out previously hidden insights, which could be actioned by the retailer to bring about positive changes and demonstrate the added value of this next generation concept analysis.

You can access the full report for free at S4RB here

Share this
09 Jul

Blackfinch Ventures Invests in AI-based Text Analytics Start-up Warwick Analytics

Blackfinch Ventures has invested £700,000 in innovative tech start-up Warwick Analytics. Founded in 2011, this London-based firm is an Artificial Intelligence (AI) based data spin-out from the University of Warwick. Warwick Analytics delivers powerful text analytics for contact centres based on proprietary machine learning.

Getting accurate, meaningful information from unstructured datasets such as customer reviews can be a challenging prospect. However, Warwick Analytics has achieved this by using AI technology not only to identify and label topics and concepts, but also to account for the subtleties of sentiment and context, heralding a major development in text analysis.

This will help contact centres and service providers gain more accurate customer insights and see flagged issues before they escalate, enabling them to implement solutions sooner.

For example, a large travel operator recently applied the technology from Warwick Analytics to its incoming customer data.  It improved customer satisfaction by 18% and reduced its Average Handling Time by 8%, all within a few weeks.

Richard Cook, CEO and Founder, Blackfinch, said: “The platform’s ability to analyse customer sentiment is impressive.  We’re delighted to invest at this crucial stage in the company’s development.”

Warwick Analytics is on a mission to make machine learning easy, accurate and omnipresent. It is working with leading global brands across hospitality, retail, finance and telecommunication industries to automate processes and advance the deployment of AI.

Dan Somers, CEO at Warwick Analytics, said: “As we move the proposition forward, we need larger institutions with deeper pockets and richer networks. Blackfinch really understands where we are in our lifecycle and has the financial clout, expertise and connections to help take us to the next level.”

Blackfinch Ventures provides investment to innovative technology start-ups. The team applies its extensive experience and broad network of relationships to deliver end-to-end support for companies, throughout the investment process and beyond. It works with founders over the long term, developing businesses that can transform some of the biggest markets in the world.

Dr Reuben Wilcock, Ventures Director at Blackfinch, said: “We were highly impressed with the experienced and dedicated team at Warwick Analytics and are looking forward to being part of its rapid growth and market expansion in the future.”

Blackfinch Ventures is a specialist in Enterprise Investment Schemes, recognised for structured risk mitigation, robust processes and adaptation to legislative change. Blackfinch Ventures continues to enable investment in fast-growing UK companies and is looking to expand its portfolio and invest in further firms.

Share this
07 Jun

Featured on S4RB Blog: HOW TO REALLY HEAR WHAT YOUR CUSTOMERS ARE SAYING WITH SOCIAL LISTENING

Warwick Analytics provided a guest blog for our great new partner S4RB:

HOW TO REALLY HEAR WHAT YOUR CUSTOMERS ARE SAYING WITH SOCIAL LISTENING

Social listening has been with us for a while, as has text analytics. These techniques pick out topics and sentiment of issues from social and indeed private data sources to inform brands how their customers are feeling and what they’re talking about.

So, is it possible to get to these ideal, actionable signals, without hand-coding each one? The good news is that it is. AI technology exists which not only generates these granular signals accurately at scale, but also allows them to be tuned and adapted as new signals come in. It flags all potential new signals to a ‘human-in-the-loop’ to validate as they appear so that nothing is missed, nor does it have to be guessed a priori. The data truly speaks for itself.

For example, if new products or services are introduced by your brand or your competitor, if there are new trends in the market e.g. environmental concerns, nutrition trends. By hearing, rather than just listening, you will be able to discern precisely how to delight your customers on a local and brand level. And in the evolutionary arms race, that ability will put you ahead of the competition.

Read the full blog here

Share this
17 May

New partnership with retail S4RB hits US media

Warwick Analytics’ new partnership with grocery retail technology specialist Solutions for Retail Brands (S4RB) has been published in various US trade media.

Solutions for Retail Brands (S4RB) has partnered with Warwick Analytics to integrate PrediCX natural language processing into its Affinitysolution, offering a higher level of insight than existing sentiment analysis solutions. The partnership will enable grocery retailers to utilise machine learning and AI to generate detailed analysis about the root causes of customer sentiment, emotion and intent as well as the reasons for customer churn.

The partnership has been publicised by popular US trade press The Shelby Report and My Private Brand.

Share this
13 May

Warwick Analytics speaking at NEW CX Emotion conference

Dan Somers, CEO of Warwick Analytics, will be speaking at the up-coming CX Emotion conference, 20 June in London at Trafalgar Square (http://cx-emotion.com). If you can make it, use the SPEAKER registration code for 20% off.

CX Emotion is a new conference. We will explore sentiment, opinion, and behavioral analysis tech, solutions, and data. The focus is the intersection of emotion and AI — for market research, customer experience, and consumer insights — and brand and market strategy.

Dan will be speaking on:

EMOTION ENGINEERING: USING ROOT CAUSES ANALYSIS FOR CUSTOMER SATISFACTION

The proliferation of brands connecting with customers through social media has put customers closer to brands than ever before. The real-time element of the interaction ensures it is a prime opportunity to understand what emotionally drives customers, their loyalty, or forces them to churn. Current social listening tools do a fantastic job of capturing and presenting that information to enterprises, but are not often equipped to capture granular concepts, actionable insight, or emotional intent. Dan Somers of Warwick Analytics will present how the next generation of AI utilising a ‘Human-in-the-Loop’ can supercharge enterprises insights from social media, provide a better customer experience, and uncover hidden factors leading to a reduction in customer advocacy, and an increase in churn. Warwick Analytics have used this approach in their wide-spanning market research to identify how one UK bank could prevent £240m of churn simply by applying complex concept, sentiment, and intent analysis.

I hope you can join us. It should be informative and enjoyable. See you there?

Share this
16 Apr

Warwick Analytics partner with S4RB to enable grocery retailers to utilise machine learning and AI

A new partnership will enable grocery retailers to utilise machine learning and AI to generate detailed analysis about the root causes of customer sentiment, emotion and intent as well as the reasons for customer churn.

Grocery retail technology specialist, Solutions for Retail Brands (S4RB) has partnered with Warwick Analytics to integrate PrediCX natural language processing into its Affinitysolution, offering a higher level of insight than existing sentiment analysis solutions.

Warwick Analytics’ technology is based on highly accurate machine learning models that can be applied to textual data such as customer feedback, complaints, calls, CRM notes and chat, helping to optimise the customer experience, identify root causes of churn and loyalty, as well as emotional causes of purchasing decisions.

Sentiment analysis is used widely in the grocery sector, but studies have shown that its accuracy can be as low as 58 per cent. Furthermore it typically misses detailed signals such as specific nuances within customer concerns, plus emotional intents such as signifying churn, loyalty, repeated issues and customer effort – which become ‘unknown unknowns’, or unidentified risks for retailers.

By contrast, PrediCX can accurately and automatically pick up these subtle, actionable signals. The partnership allows S4RB to combine the unique PrediCX technology (patent pending) with S4RB domain expertise to create a machine learning model specific to grocery retail. The model is continuously optimised by bringing in a ‘human in the loop’, which can be a non-data scientist, to validate anything it might not be sure about and then trains and updates itself with the input.

In creating an industry specific mode for the grocery retail market, it has been able to accurately determine the root causes for dropped baskets; churn from particular stores, products or grocery brands; recommendations for future products, packaging, recipes and store layout; and early warning of previously unforeseen quality issues.

This technology will be available for retailers on S4RB’s Affinity platform, which enables retailers to access a complete view of product performance alongside other product and supplier KPI, also sharing this information with own brand suppliers to enable retail teams and suppliers to collaborate more effectively on winning products and brands.

James Butcher, CEO of S4RB, said:

“We see so much data coming into retailers from customers and other sources. Without proper categorisation we are only able to realise a fraction of the value that it brings for our retail customers. PrediCX enables us to unlock that value with consistent and specific labeling and brings exponentially more value to clients and their customers.”

Dan Somers CEO of Warwick Analytics adds:

“The success of machine learning models is enhanced by making it industry, and indeed customer and situation specific. This is why we’re so excited to be working with S4RB who bring deep retail domain expertise.

“S4RB can use our PrediCX technology integrated with Affinity to identify customer intent and insight to both the brand experience and also for the first time to product insight and the root causes for dropped baskets. No other analytical product was able to do this in a blind test.”

For more information about Solution for Retail Brands’ Affinity platform, please visit: https://info.s4rb.com/affinity

Share this

© 2018 Warwick Analytics. All rights reserved. Registered in England & Wales. Number 07724630. Registered address 35 Kingsland Road, London, E2 8AA. VAT 120435168.