Listen to Warwick Analytics CEO Dan Somers talking on The Andy Show by DisruptiveLIVE about how AI can help companies get more from their customer feedback using the latest in AI analytics.
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.
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.
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 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.
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.
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.
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.
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.
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.