Customer Experience Analytics

Are you spending too much time and expense cleansing and
transforming customer data to drive your Customer Experience?

Imagine if you could automatically analyse every single piece of verbatim from any customer
channel with high degree of accuracy? Well it’s now a reality with our latest interaction analytics.

Companies across the world are using our text analytics software to drive their CX:

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Improve CSAT/NPS

Increase CSat by up to 20%. Automatically and accurately analyze all customer feedback, whatever the channel, and make it measurable. Forget customer surveys – identify the real drivers of how to improve customer satisfaction.

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Identify Emotional Intent

Our models auto-tag the customers’ emotional intent and sentiment so you know if they’re considering leaving or expressing some other actionable emotion.

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Improve Sentiment Analysis

Don’t lose valuable insight with traditional sentiment analysis or spend time physically reading your customer feedback. Our software identifies multiple sentiments within text so no valuable feedback is missed – all automated, all in near real time.

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Get more Voice of Customer

Automatically classify every customer interaction and feedback. Our software can identify and classify multiple sentiments and intents within a single piece of customer feedback.

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Reduce Customer Effort

There’s no bigger CSat killer than customers having to repeat the same question. Nail your FCR by identifying the root cause of topics
and agent knowledge so you can recommend the next best action first time every time.

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Process complaints

Handle complaints faster and more efficiently whatever the channel. Our analytics flags and organises any complaints so you can deal with them as they arrive.

How does it work?

Our AI-powered classification models automatically and accurately tags all customer feedback in near-real time using ‘concepts’, not keywords. This short video explains how it works.

Transform your CX operations - get more from your customer data

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