interAnalytics is a customer interaction company based in Geneva, Switzerland.

1. Lammert Vrieling, PhD Co-founder/CEO interAnalytics
lammert@interAnalytics.ch
© interAnalytics www.interAnalytics.ch

2. interAnalytics’ customer interaction
analytics provides immediate
customer recovery
Introduction
Solution
Demonstrate
Tomorrow
Next Steps
© interAnalytics 2

3. Providing immediate customer
recovery cannot be done without
interaction analytics!
Interaction Speech-to-text, Argumentative
Analytics Analysis, Subjectivity, and
Social Behavior (CSAT).
Introduction
Text Call Classification, and
some Root Cause, First Call
Analytics Resolution, Sentiment and
Customer Unsatisfaction
Solution
Demonstrate Speech Analytics Speech Indexing, Search,
Alerts, and Reporting
Tomorrow
Next Steps Call Analytics
Quantitative metrics of CTI
© interAnalytics 3

4. Customer Interaction Intelligence
is essential for churn management
1. Customer 2. Customer
Expectations 1 Experience
Introduction
2
Solution
Customer
Interaction
Demonstrate
4
Tomorrow
4. Customer
3
3. Customer
Next Steps Loyalty Satisfaction
© interAnalytics 4

5. What is really going on in your call
center conversations?
Introduction
Solution <1%
of the customers are
Demonstrate typically surveyed for
satisfaction.
Tomorrow “The other 99%” is
assumed.
Next Steps
© 5

6. Other tell you how many
customers you’ve lost... We tell you
how you can save these customers
Introduction
>14
Days
Solution
Demonstrate
Tomorrow
to get compiled survey
results - no recovery
Next Steps possible!
© 6

7. Which of your call center
customers are leaving right now?
tipping point
danger satisfied
Introduction
Solution
Demonstrate
promotors
“churn zone” evangelists
Tomorrow
Next Steps -3𝝈 -2𝝈 -1𝝈 𝝈 1𝝈 2𝝈 3𝝈
Churn Tracking
© 7

8. Intelligence to reduce customer
churn
Introduction
Solution
Demonstrate
“churn zone”
Tomorrow
Next Steps -3𝝈 -2𝝈 -1𝝈 -3𝝈 𝝈 -2𝝈 1𝝈 -1𝝈 2𝝈 𝝈 3𝝈 1𝝈 2𝝈 3𝝈
Churn Reduction
© 8

9. What interAnalytics provides...
IMMEDIATE CUSTOMER RECOVERY
100% 2
Introduction
of the calls
minutes
(results)
Solution
Demonstrate
Tomorrow
“churn zone”
Next Steps
Churn Tracking Churn Reduction
© interAnalytics 9

10. Interaction analytics creates
revenues...
Tomorrow with
Today Benefits
interAnalytics
‣ Ineffective statistical ‣ Customer satisfaction ‣ Which are the leavers,
surveys monitoring of all the stayers, and why
customers
Introduction
‣ Just-Too-Late response ‣ Proactive customer ‣ 70% leaver recovery
time recovery potential*
Solution * 1% less churn can amount to 200+ mio
based on NPV Customer lifecycle value
Demonstrate ‣ Managers listening to ‣ Automated situation ‣ 500‘000 Euro - cost
calls analysis savings
Tomorrow ‣ No adaptive training ‣ Needs-based adaptive ‣ Higher FCS, Lower
possible training Total Cost of
Satisfaction (TCS)
Next Steps
‣ Sanction based ‣ Reward based ‣ Reduced agent
turnover
© interAnalytics 10

11. Competitive Landscape
Lexalytics
Speech Text
Analytics Analytics
Clarabridge
Introduction
Autonomy
SAS
Solution
Attensity
Verint
Nice
Demonstrate
Bucher-Suter
Tomorrow Siemens Avaya
Call
Next Steps
Analytics
© interAnalytics 11

12. Architecture
Semantic
Grammar Networks
Introduction Mapping
Rules
Morpho- Semantic
Solution
Syntactic Analysis Analysis
Demonstrate
Conversations
Tomorrow
Discourse Pragmatic
Next Steps Analysis Analysis
Lexica iA360
Analysis
© interAnalytics 12

13. Introduction
Solution
Demonstrate
Tomorrow
Next Steps
© interAnalytics 13

14. Introduction
Solution
Demonstrate
Tomorrow
Next Steps
© interAnalytics 14

15. Development
PRODUCT ROAD MAP
Social Media
Introduction
CRM Integration
Solution Chat, Email
Demonstrate Multi-Lingual
Call Center Churn Reduction
Tomorrow
Call Center Churn Tracking
Next Steps
Today Tomorrow The day after
© interAnalytics 15

16. Tomorrow with interAnalytics...
IMMEDIATE CUSTOMER RECOVERY
100% 2
Introduction
of the calls
minutes
(results)
Solution
Demonstrate
Tomorrow
“churn zone”
Next Steps
Churn Tracking Churn Reduction
© interAnalytics 16

17. ‣ 25+ years in IT as Software engineer, developer, ‣ 15 years in both profit and not-for-profit organizations as
project manager, and architect. consultant, trainer/coach and as executive.
‣ Senior Software Solutions Architect with extensive ‣ Experience in the steel and aluminium industry,
experience in designing, developing and delivering multimedia publishing and newspaper, financial services
enterprise solutions for payment processing, human and in the not-for-profit sector.
resource, healthcare, marketing, manufacturing and ‣ Ph.D (1998, cum laude) in Strategic Management from
scientific research environments. University of Groningen (Netherlands)
‣ B.S. Computer Science (1986) Middle Tennessee State
University (USA)
David E. Walker Dr. Lammert Vrieling
(1964) - Chief Operations Officer (1968) - Chief Executive Officer
Prof. Dr. Rodolfo Delmonte
(1946) - Chief Science Officer
‣ 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
© interAnalytics

18. Annexes
© interAnalytics

19. 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).
© interAnalytics 19

20. Customer Oriented Behaviors are
the key to customer satisfaction
Anticipating requests
educating
offering emotional support
explanations/justifications
10 10 personalization
17
29
22
© interAnalytics 20

21. Automatically Measuring
Cooperativeness in a conversation
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 21

22. Correlation between COBs and
argumentative labels
Provide explanation/justification
Suggest
Raise issue
Request explanation/justification
Disagree Propose
Accept explanation
Question
Argumentative Categories
© interAnalytics 22

23. Examples of COBs in a
conversation
Customer Oriented Behaviors Argumentative 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
1 1
touchtone service .
Cause with the ATM card I can help you do a transfer by
1 1
using your touchtone .
I can send you a form that you can fill out and return back
1 1
to us .
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
1 1
business days .
Grand Total 1 1 3 5
© interAnalytics