interanalytics

© interAnalytics www.interAnalytics.ch

Lammert Vrieling, PhD Co-founder/CEO interAnalyticslammert@interAnalytics.ch

© interAnalytics

interAnalytics’ customer interaction analytics provides immediate customer recovery

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Introduction

Solution

Tomorrow

Demonstrate

Next Steps

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Providing immediate customer recovery cannot be done without interaction analytics!

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Speech Analytics

TextAnalytics

Call Analytics

InteractionAnalytics

Quantitative metrics of CTI

Speech Indexing, Search, Alerts, and Reporting

Call Classification, and some Root Cause, First Call Resolution, Sentiment and Customer Unsatisfaction

Speech-to-text, Argumentative Analysis, Subjectivity, and Social Behavior (CSAT).

Introduction

Solution

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Customer Interaction Intelligence is essential for churn management

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1. Customer Expectations

4. Customer Loyalty

2. Customer Experience

3. Customer Satisfaction

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CustomerInteraction

Introduction

Solution

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What is really going on in your call center conversations?

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<1%of the customers are typically surveyed for satisfaction. “The other 99%” is assumed.

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Other tell you how many customers you’ve lost... We tell you how you can save these customers

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>14Days

to get compiled survey results - no recovery possible!

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Which of your call center customers are leaving right now?

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-3𝝈 -2𝝈 -1𝝈 1𝝈 2𝝈

“churn zone”

tipping point

promotors

3𝝈

evangelists

satisfieddanger

𝝈

Churn Tracking

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Intelligence to reduce customer churn

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-3𝝈 -2𝝈 -1𝝈 1𝝈 2𝝈

“churn zone”

3𝝈𝝈

Churn Reduction-3𝝈 -2𝝈 -1𝝈 1𝝈 2𝝈 3𝝈𝝈

Introduction

Solution

Tomorrow

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What interAnalytics provides...

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Solution

Introduction

Demonstrate

Tomorrow

Next Steps

IMMEDIATE CUSTOMER RECOVERY

“churn zone”

100%of the calls

2minutes(results)

Churn ReductionChurn Tracking

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Interaction analytics creates revenues...

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BenefitsToday Tomorrow with interAnalytics

‣ Ineffective statistical surveys

‣ Just-Too-Late response time

‣ Managers listening to calls

‣ No adaptive training possible

‣ Sanction based

‣ Customer satisfaction monitoring of all customers

‣ Proactive customer recovery

‣ Automated situation analysis

‣ Needs-based adaptive training

‣ Reward based

‣ Which are the leavers, the stayers, and why

‣ 70% leaver recovery potential*

‣ 500‘000 Euro - cost savings

‣ Higher FCS, Lower Total Cost of Satisfaction (TCS)

‣ Reduced agent turnover

* 1% less churn can amount to 200+ miobased on NPV Customer lifecycle value

Solution

Introduction

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Tomorrow

Next Steps

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SpeechAnalytics

TextAnalytics

CallAnalytics

Verint

Nice

Autonomy

Lexalytics

SAS

Attensity

Clarabridge

Siemens AvayaBucher-Suter

Competitive Landscape

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Solution

Introduction

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Tomorrow

Next Steps

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Architecture

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Conversations

Morpho-Syntactic Analysis

Semantic Analysis

Discourse Analysis

Pragmatic AnalysisLexica

GrammarSemantic Networks

Mapping Rules

iA360 Analysis

Solution

Introduction

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Next Steps

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Demonstrate

Solution

Introduction

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Tomorrow

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Demonstrate

Solution

Introduction

Next Steps

Tomorrow

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Development

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Next Steps

Solution

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PRODUCT ROAD MAP

Today Tomorrow The day after

Call Center Churn Tracking

Call Center Churn Reduction

Multi-Lingual

Chat, Email

CRM Integration

Social Media

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Tomorrow with interAnalytics...

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IMMEDIATE CUSTOMER RECOVERY

“churn zone”

100%of the calls

2minutes(results)

Churn ReductionChurn TrackingNext Steps

Solution

Introduction

Demonstrate

Tomorrow

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‣ 15 years in both profit and not-for-profit organizations as consultant, trainer/coach and as executive.

‣ Experience in the steel and aluminium industry, multimedia publishing and newspaper, financial services and in the not-for-profit sector.

‣ Ph.D (1998, cum laude) in Strategic Management from University of Groningen (Netherlands)

‣ Since 1993 head of Computational Linguistics Laboratory of the University of Venice, Italy

‣ 30+ years experience in computational linguistics‣ From 1986 to 1992 he worked with the Department of

Engineering of the University of Parma. From 1978 to 1986 worked with the Department of Electronics of the University of Padua;

‣ Ph.D. (1977) from Monash University Melbourne – Australia

‣ 25+ years in IT as Software engineer, developer, project manager, and architect.

‣ Senior Software Solutions Architect with extensive experience in designing, developing and delivering enterprise solutions for payment processing, human resource, healthcare, marketing, manufacturing and scientific research environments.

‣ B.S. Computer Science (1986) Middle Tennessee State University (USA)

Dr. Lammert Vrieling (1968) - Chief Executive Officer

Prof. Dr. Rodolfo Delmonte (1946) - Chief Science Officer

David E. Walker (1964) - Chief Operations Officer

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Annexes

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Scientific Foundation

✴ Corpus of 213 manually transcribed conversations of a help desk call center in the banking domain.

✴ Average of 66 turns per conversation.

✴ Average of 1.6 calls per agent.

✴ Collected for a study aimed at identifying customer oriented behaviors that could favor satisfactory interaction with customers (Rafaeli et al. 2007).

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Customer Oriented Behaviors are the key to customer satisfaction

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10

29

22

17

10

Anticipating requestseducatingoffering emotional supportexplanations/justificationspersonalization

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Automatically Measuring Cooperativeness in a conversation

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Argumentative Categories Cooperativeness

Accept explanation 5

Suggest 4

Propose 3

Provide opinion 2

Provide explanation/justification 1

Request explanation/justification 0

Question -1

Raise issue -2

Provide negative opinion -3

Disagree -4

Reject explanation or justification -5

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Correlation between COBs and argumentative labels

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Argumentative Categories

Provide explanation/justification

Suggest

Raise issueRequest explanation/justification

Disagree ProposeAccept explanation

Question

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Examples of COBs in a conversation

Customer Oriented Behaviors Argumentative CategoriesArgumentative CategoriesArgumentative CategoriesArgumentative Categories

accept_expl_opin provide_expl_just suggest Grand Total

anticipating customers requests 3 3

cause if you like I can help you do a transfer by using our touchtone service . 1 1

Cause with the ATM card I can help you do a transfer by using your touchtone . 1 1

I can send you a form that you can fill out and return back to us . 1 1

offering emotional support 1 1

thanks for calling Chase and enjoy your day Miss Asher . 1 1

offering explanations / justifications 1 1

And that application will be out in the mail within two business days . 1 1

Grand Total 1 1 3 5