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Conversational

Analytics

A reliable, virtual intelligence and forensics squad

Services » Digital CX Capabilities » Conversational Analytics

Introduction

Acquiring actionable insights to Know your Customer (KYC) event better than before

Picture a world where you are privy to - what your customers say, captured in an actionable way. Be it social media, telephony or messaging, our chatbot and Artificial Intelligence (AI) xpertise enables us to apply Natural Language Processing (NLP) to convert natural language (speech or text) into a machine learning format. It enables behaviour modelling with the 24/7/365 capacity to monitor customer conversations and agent behaviour across multiple channels.

Keywords

actionable insights | responses | sentiment | fraud detection | information management

Estimated Read Time

5 minutes

Using Conversational AI to counter fraud

Our fraud detection process is critical to safeguard our clients and their customers, and designed to protect them from fraudsters, with quick detection of negation, hedging, over-emotional responses, and latency. Our process includes:

Process creation and awareness: Creating a robust information security management policy with necessary training

Customer authentication and protection: Enshrining client specific and statutory process security checks in all KYC transactions

Monitoring and alarm system compliance checks: Monitoring data daily to detect fraudulent events and/or where potential fraud could occur

Implementation: Deploying appropriate farewell parameters and responses including level 1 termination and handing over the culprit to policing authorities, or level 2 low end risks – resulting in the termination of the culprit

Conversational Analytics is a game-changer for CXO’s committed to cultivating xceptional Customer Xperiences. It is likely your competitors are deploying this trailblazing technology to know your customer better. Can you afford to be left behind? Are you a leader or a laggard?

Digital ability affords you agility

The raw data is turned into digitally accessible structured data, with ability to analyse content, affording you meaningful intelligence. This intel can be accessible by agents and/or supervisors in real-time to determine negative or positive sentiment, so that they can quickly respond in the most appropriate way to an individual customer or a group of customers. In the case of customer groups,

Looking at customers individually

Conversational Analytics can detect spikes in customer conversations, which could unveil larger scale problems or opportunities for improvement. When many customers are saying a similar thing, it could reveal a common demand, opportunity, or problem, which will direct you to investigate the cause, make informed decisions and implement the right resolution with speed and agility.

Aggregated and integrated

By understanding natural patterns of human speech or text and aggregating insights across customer segments, you can analyse customer sentiment, competitor mentions and more. This will provide actionable insights for your sales agents, supervisors, complaints handling, and marketing teams to respond or redesign your customer Xperience in a customer centric way.

To learn more about iSON Xperiences contact a regional expert today

Conversational

Analytics

A reliable, virtual intelligence and forensics squad

Keywords

actionable insights | responses | sentiment | fraud detection | information management

Estimated Read Time

5 minutes

Introduction

Acquiring actionable insights to Know your Customer (KYC) event better than before

Picture a world where you are privy to - what your customers say, captured in an actionable way. Be it social media, telephony or messaging, our chatbot and Artificial Intelligence (AI) xpertise enables us to apply Natural Language Processing (NLP) to convert natural language (speech or text) into a machine learning format. It enables behaviour modelling with the 24/7/365 capacity to monitor customer conversations and agent behaviour across multiple channels.

Using Conversational AI to counter fraud

Our fraud detection process is critical to safeguard our clients and their customers, and designed to protect them from fraudsters, with quick detection of negation, hedging, over-emotional responses, and latency. Our process includes:

Process creation and awareness: Creating a robust information security management policy with necessary training

Customer authentication and protection: Enshrining client specific and statutory process security checks in all KYC transactions

Monitoring and alarm system compliance checks: Monitoring data daily to detect fraudulent events and/or where potential fraud could occur

Implementation: Deploying appropriate farewell parameters and responses including level 1 termination and handing over the culprit to policing authorities, or level 2 low end risks – resulting in the termination of the culprit

Conversational Analytics is a game-changer for CXO’s committed to cultivating xceptional Customer Xperiences. It is likely your competitors are deploying this trailblazing technology to know your customer better. Can you afford to be left behind? Are you a leader or a laggard?

Digital ability affords you agility

The raw data is turned into digitally accessible structured data, with ability to analyse content, affording you meaningful intelligence. This intel can be accessible by agents and/or supervisors in real-time to determine negative or positive sentiment, so that they can quickly respond in the most appropriate way to an individual customer or a group of customers. In the case of customer groups,

Looking at customers individually

Conversational Analytics can detect spikes in customer conversations, which could unveil larger scale problems or opportunities for improvement. When many customers are saying a similar thing, it could reveal a common demand, opportunity, or problem, which will direct you to investigate the cause, make informed decisions and implement the right resolution with speed and agility.

Aggregated and integrated

By understanding natural patterns of human speech or text and aggregating insights across customer segments, you can analyse customer sentiment, competitor mentions and more. This will provide actionable insights for your sales agents, supervisors, complaints handling, and marketing teams to respond or redesign your customer Xperience in a customer centric way.

To learn more about iSON Xperiences contact a regional expert today

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We'd love to hear from you

Leave your contact information in the box below and our team of experts will get in touch with you.