06 Jan

Warwick in the Press: Connections Magazine

Our CEO Dan Somers discusses ‘THREE WAYS AI AND MACHINE LEARNING IS IMPROVING LIVE CHAT‘ in the latest issue of Connections Magazine, the premier call center magazine for the teleservices call center industry.

Many companies are implementing live chat because it offers a better experience for some queries and with some customers. It also offers cost savings for companies compared to voice. Indeed, the channel has been growing 87 percent per year, according to CustomerThink.

However, canned responses, complex queries, or poor staffing can lead to the opposite experience. This results in channel switching, repeat calls, abandonment, or even churn.

However, new techniques in AI and machine learning make the analysis of live chat both easy and immediately actionable. Dan gives three ways these tools can transform chat optimization.

Read the full article here. 

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17 Dec

Webinar Recording: Leveraging the Power of Omni-Channel Analytics

In this webinar Lee Mostari of Ember and Dan Somers of Warwick Analytics explained how you can analyse your customer interactions across all customer touch-points, and use this insight to define and optimise your channel strategy. We also discussed the benefits of undertaking this piece of work with operational efficiencies and customer experience as two of the key drivers for building an omni-channel operating model.

Recent years have seen a proliferation of channels for customer interactions – and most organisations have focused simply on keeping up with the latest addition. But the more channels you have, the more challenging it is to maintain a coherent customer experience across all of them and to understand how each can best be applied to enrich that experience.

This webinar can help bridge that gap. It focuses on how you can define, and refine, your channel strategy.

  • Identify which channels your customers are best suited to – and which work best for specific types of interaction.
  • Understand the causes of channel failure and what drives customers to switch.
  • Reduce customer effort by delivering service in the customer’s preferred channel first-time.

Fill in the form to watch our webinar recording now.

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27 Nov

Warwick in the Press: How to get from Aberdeen to Wells Avoiding ‘Other’

Contact-centres.com has published ‘How to get from Aberdeen to Wells avoiding ‘Other‘, an article by Dan Somers of Warwick Analytics that looks at the issue of incorrect wrap up codes/dropdowns being selected by agents and also how to avoid ‘other’ being a catch all category.

Inputting wrap-up codes is a standard piece of ACW work a contact centre agents typically completes. It allows a call to be classified so insight can be extracted on popular topics, locations, type of caller and so on. Some contact centres also use the accuracy of codes as a KPI for individual agents.

However, too many lengthy dropdown lists are proving too laborious for many contact centre operatives – we call this ‘Aberdeen Syndrome’.

So how can you get from Aberdeen to Wells avoiding ‘other’?

The answer is in auto-tagging or auto-classification, made possible by the latest in AI and machine learning. Specific information can be requested and automatically identified from a call, email or other piece of customer feedback such as online chat. The wrap up codes are populated automatically, significantly reducing call wrap up time.

Read the full article here.

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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

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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.

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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

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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

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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.

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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?

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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

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