interanalytics
DESCRIPTION
interAnalytics is a customer interaction company based in Geneva, Switzerland.TRANSCRIPT
© interAnalytics
interAnalytics’ customer interaction analytics provides immediate customer recovery
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Introduction
Solution
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© interAnalytics
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).
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© interAnalytics
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
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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
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© interAnalytics
What interAnalytics provides...
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Solution
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IMMEDIATE CUSTOMER RECOVERY
“churn zone”
100%of the calls
2minutes(results)
Churn ReductionChurn Tracking
© interAnalytics
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
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© interAnalytics
SpeechAnalytics
TextAnalytics
CallAnalytics
Verint
Nice
Autonomy
Lexalytics
SAS
Attensity
Clarabridge
Siemens AvayaBucher-Suter
Competitive Landscape
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© interAnalytics
Architecture
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Conversations
Morpho-Syntactic Analysis
Semantic Analysis
Discourse Analysis
Pragmatic AnalysisLexica
GrammarSemantic Networks
Mapping Rules
iA360 Analysis
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Development
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Next Steps
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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
© interAnalytics
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
© interAnalytics
‣ 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
© interAnalytics
Annexes
© interAnalytics
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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© interAnalytics
Customer Oriented Behaviors are the key to customer satisfaction
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10
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17
10
Anticipating requestseducatingoffering emotional supportexplanations/justificationspersonalization
© interAnalytics
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
© interAnalytics
Correlation between COBs and argumentative labels
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Argumentative Categories
Provide explanation/justification
Suggest
Raise issueRequest explanation/justification
Disagree ProposeAccept explanation
Question
© interAnalytics
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