23 Jun
22 Jun

In the Press: How fintechs are using AI to process customer feedback

Find us at Banking Sector Magazine talking about ‘How fintechs are using AI to process customer feedback.’

More banks are turning to practical AI to rapidly analyse customer conversations for sentiment and emotional intent to get the insight and automation they need to transform their customer service and operations.

Essentially, AI-based technologies remove the need for complex models and instead, analyse information in real-time and update themselves (with minimal human input). This allows the results to be far quicker and more accurate than traditional methods, such as instating teams of analysts or older machine learning methods.

In the article with Banking Sector, we look at five ways in which banks are using AI to process their customer feedback more effectively.

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20 May

Warwick Analytics in the Press: Global Banking & Finance

How banks are using AI to retain customers

 

Warwick Analytics has been talking with Global Banking and Finance on ‘How banks are using AI to retain customers’.

We all want to improve customer retention. If we keep customers happy they stay longer, take up more products, and tell more people about the experience. In this article by Global Banking & Finance we discuss 3 ways in which AI is helping banks improve their customer retention.

Read the full article here.

 

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13 May

Warwick Analytics in the Press: Fintech Global

Dan Somers, CEO of Warwick Analytics recently commented on an article for Fintech Global. The article ‘Is the appeal of data analytics wearing off?’ looks at whether, despite the hype around big data and data analytics, it has it even come close to living up to the potential placed upon it.

To ensure analytics can have maximum impact, there still needs to be a human layer involved. Talk around AI is often accompanied by how the technology will see the end of the human worker and how the robots will take over. This is very unlikely to be the case. Instead, it is more likely for the AI to be used to gather the relevant information and build an insight for the human to then use to compliment their own work.

Speaking on this point, Dan Somers, CEO at Warwick Analytics said, “The perfect data analytics solutions comprise high levels of automation and minimal, but still very necessary, human intervention.”

Read the full article here.

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23 Apr

Watch again: How leading organisations are responding to the impact of coronavirus

Last week our partners at Ember hosted a webinar that shared examples and learnings from the market on how organisations are adapting their operating model during the current crisis, establishing new ways of working, innovating by using digital and automation technologies, and critically, preparing to operate differently for an as-yet-uncertain future.

You can now watch the recorded webinar using the following link and password:

https://vimeo.com/407515308

Password: adapt123

Enjoy and stay safe.

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23 Apr

Warwick Analytics in the Press: Contact Centre World

Read our article ‘How AI can improve customer and agent satisfaction in difficult times‘ at ContactCenterWorld.com, the global association for contact centre and customer engagement best practices,

If contact centres are dispersed or even working from home, with reduced support, then conversational analytics can play an even more important role in identifying opportunities for efficiencies and maintaining customer and staff morale.

And of course, it’s really important to look after agents during unprecedented times, maintaining their wellbeing and motivation. The machine learning makes every call, chat and email measurable in terms of how it went, as well as how well the agent did i.e. against the propensity of the particular issue and customer state at the beginning of the interaction.

Read the full article here.

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01 Apr

Webinar: How leading organisations are responding to the impact of coronavirus

 

WEBINAR: 14:00pm – 14:40pm     |     Thursday 9th April      |   REGISTER HERE

 

The coronavirus outbreak has had an unprecedented impact on organisations, their operations and the management of workforces. With some needing to respond to substantially increased demand and others facing a situation where customer demand has virtually stopped, the extremes of the impact are clear. When combined with the natural uncertainty and anxiety that everyone will have, this has created a scenario that has never been faced in modern times.

Our partner Ember is seeing this unfold and helping support our customers respond to this crisis. We have been inspired by the effort, innovation, commitment and resilience being shown as teams rally around, often for the first time, to get things done; and in response, adapt their support for customers and their teams.

This event is designed to share our experience, which we are seeing across the market. The webinar will be hosted Mike Havard, Chairman of Ember Group and Carolyn Blunt, Director of Learning Solutions who will share examples and learnings from the market on how organisations are adapting their operating model, establishing new ways of working, innovating by using digital and automation technologies, and critically, preparing to operate differently for an as-yet-uncertain future.

We’d love to have you join us in this event and share your own experiences, as this is one of the ways we can all help each other to get through this crisis. The webinar is being held on 9th April at 2pm (GMT), and all you need to do to register is click on the link below.

JOIN THE WEBINAR

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25 Mar

Warwick Analytics launch Zendesk app for automated classification of tickets

Warwick Analytics has launched an app for Zendesk users that installs directly into the platform where it applies automated classification and tagging for support tickets.

The ‘PrediCX’ app can be downloaded from the Zendesk app store.

Through the app Warwick Analytics will apply its Machine Learning-based interaction analytics to unstructured customer data within support tickets whether they come via chat, web forms or email.

The full topics, sentiment and emotional intents of the contact will be automatically analysed and classified, accurately in near real time. This saves the call center or helpdesk having to classify each ticket manually, or using keyword classification which can be inaccurate.

Users will be able to set alerts for the early warnings of issues and complaints so they can be triaged, and where necessary prioritised and escalated fast. This means that an issue that could otherwise become a brand-affecting event, such as a serious customer issue that might otherwise end up on social media, can be dealt with by the right person at the right time.

The PrediCX app also features Multi-label Capability which means it can identify and classify multiple topics, sentiments and intents within a single piece of customer feedback, something that is often missed with human or generic ML classification.

Dan Somers, CEO at Warwick Analytics adds: “With the new app Zendesk users can analyse customer interactions across all customer touch-points, and use the insight to define and optimise support strategies. Helpdesks will be able to improve the speed of resolution, provide more relevant responses and streamline their chat optimisation process.”

Lee Mostari, Director of Insights & Analytics at Ember, a partner of Warwick Analytics, adds: “The world is becoming faster-moving with consumers demanding quicker service and more transparency than ever before. This Zendesk App enables brands to deal with the right queries in the right order and optimise the customer experience. Not only does this optimise customer operations, but it helps to protect and maintain the brand as well to enhance customer advocates and minimise customer detraction which from digital customers can both quickly amplify on social media.”

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12 Mar

Warwick in the Press: Global Banking & Finance Review

Check out our latest coverage on Global Banking & Finance Review. We talk about How Banks Can Use AI To Spot Customer Vulnerability.

There are a number of warning signs that an advisor can pick up on to identify if the caller on the other end of the line is vulnerable but without extensive and proper training these are difficult to spot and the volume of communications is just too much to carry this our manually.

However, the latest in speech transcription and text analytics, supported by AI technology, is now able to automatically detect vulnerability and hints at vulnerability from conversations with customers.

Read the full article here.

 

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06 Mar

Omni-channel Series: SUMMARY – 6 quick fire ways to offer an omni-channel experience

In this Omni-channel Series we’ve looked at why you should adopt an omni-channel customer experience, the top use cases for an omni-channel experience, what an omni-channel model should look like and why your omni-channel might be failing. In this final blog of the series, we summarise the quick fire ways to implement an effective omni-channel experience:

  1. Analyse customer frustrations and the failure within each channel e.g. containment and the root cause of switch. That’s going to give you the right insight to reduce friction.
  2. Identify the insights into what customers are trying to achieve in the channel and help build that roadmap to change. So if customers are telling you they’re trying to do certain transactions in a certain way, capitalize on that to get the best bang for your buck from the digital roadmap.
  3. Prioritize changes that deliver both an improved CX as well as reducing operational costs. You’ll get a quicker payback to fund more change.
  4. Work to reduce the channel silos and reduce customer friction. A typical target operating model to achieve this is between one and three years so this will take time but start none the less and you will realize benefits and reduce channel friction as you go through that journey.
  5. Aim for an omni-channel experience in which every customer knows what channel to use for what transaction and every interaction is handled correctly first time, Again this will take time and may not by 100pc achievable but let’s make inroads to try to move to that space.
  6. Be prepared to be overwhelmed for a short period of time – by the data and by the possibilities. Work with a partner who can help to make a quick difference, because otherwise PRCs will just become science experiments and a reason to not do things. Making a small thing successful to start with is always better than anything else.
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