Interanalytics iA360
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The document discusses interaction analytics and its use in customer relationship management. It notes that customer interactions through contact centers and social media are growing but difficult to analyze with current technologies. The solution presented is an automated interaction analytics system that can analyze multi-channel customer interactions like voice, social media, emails and more to provide intelligence for improving customer satisfaction, agent effectiveness and operational efficiency. It aims to understand interactions by providing structure, meaning and insights from the large volumes of complex customer data.
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Interanalytics iA360
- 1. INTERACTION.INTO.INTELLIGENCE CUSTOMER INTERACTION ANALYTICS IPRAXIS © 2011 Dr. Vincenzo Pallotta • www.interanalytics.ch 08/09/2011 Wednesday, September 7, 2011
- 2. Introduction Solution Customers Competitors Partnerships Next Steps Customer Relations Management*: adds value to customers in ways that add value back to the company. ✴ CRM reduces costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy. ✴ CRM integrates intelligence to provide an overall view of customers in real time. ✴ CRM allows for quick yet intelligent decisions because “we want our customers to feel appreciated, confident and inspired”. ✴ * definition by Dick Lee © 2011 2 Wednesday, September 7, 2011
- 3. Introduction Solution Customers Competitors Partnerships Next Steps The Problem: Good Customer Relations Management is Costly, Complex and Time-Consuming ✴ Customers are constantly interacting with you - and about you - through contact center and social media ✴ Your customer experience and your reputation is hidden in this growing mountain of interaction data ✴ Good customer relations management requires listening and responding to these interactions © 2011 3 Wednesday, September 7, 2011
- 4. Introduction Solution Customers Competitors Partnerships Next Steps Moving beyond operational efficiency requires interaction analytics © 2011 4 Wednesday, September 7, 2011
- 5. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! © 2011 5 Wednesday, September 7, 2011
- 6. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! unstructured - voice - social media - email - blogs - chat - reviews - focus group - comments internal external - customer - online ratings surveys - 3rd party research © 2011 structured 5 Wednesday, September 7, 2011
- 7. Introduction Solution Customers Competitors Partnerships Next Steps they s ay y an ut m b do, © 2011 6 Wednesday, September 7, 2011
- 8. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! unstructured - voice - social media - email - blogs - chat - reviews - focus group - comments internal external - customer - online ratings surveys - 3rd party research © 2011 structured 6 Wednesday, September 7, 2011
- 9. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! unstructured nt il u ! ow - voice - social media n - email - blogs - chat - reviews - focus group - comments internal external - customer - online ratings surveys - 3rd party research © 2011 structured 6 Wednesday, September 7, 2011
- 10. Introduction Solution Customers Competitors Partnerships Next Steps The Solution: Interanalytics Automated Multi-Channel Interaction Analytics Interaction analytics truly understands human, SUMMARY ✴ GRAPHS STATS conversational interaction (text analytics cannot) ✴ It provides ‘machine-like’ precision in transforming interaction data into customer relations intelligence and subsequent actions ✴ It improves operational efficiency, predicts customer satisfaction, and improves agent effectiveness © 2011 7 Wednesday, September 7, 2011
- 11. Introduction Solution Customers Competitors Partnerships Next Steps Multi-Channel Interaction Analytics Value Chain: data extraction and information clean data raw data sources data data data selection extraction cleaning interaction knowledge SUMMARY structure meaning syntactic semantic GRAPHS pragmatic analysis analysis STATS data aggregation and intelligence interpretation multichannel action channel interaction response © 2011 8 Wednesday, September 7, 2011
- 12. Introduction Solution Customers Competitors Partnerships Next Steps The Interaction Intelligence Differentiator... information knowledge intelligence Customer satisfaction Agent cooperativeness prediction Calls per hour Agent attitude Customer satisfaction Calls per agent understanding Call drivers # initial calls Objective evaluation of High FCS agents calls, agents, # follow-up calls customers and drivers Compliance Score Average handling time agents Automatic detection & (AHT) alerts based on % complaints per thresholds Abandoned calls agent Automated Lost calls Customer survey customized feedback ratings and self training for agents © 2011 9 Wednesday, September 7, 2011
- 13. Introduction Solution Customers Competitors Partnerships Next Steps DEMONSTRATION © 2011 10 Wednesday, September 7, 2011
- 14. Introduction Solution Customers Competitors Partnerships Next Steps Example: What is really happening to your reputation in your (outsourced) contact center? © 2011 11 Wednesday, September 7, 2011
- 15. Introduction Solution Customers Competitors Partnerships Next Steps All your contact center interactions ranked on satisfaction... drilling down to regions © 2011 12 Wednesday, September 7, 2011
- 16. Introduction Solution Customers Competitors Partnerships Next Steps drilling down to teams of agents ranked on customer satisfaction... © 2011 13 Wednesday, September 7, 2011
- 17. Introduction Solution Customers Competitors Partnerships Next Steps drilling down to individual effectiveness... © 2011 14 Wednesday, September 7, 2011
- 18. Introduction Solution Customers Competitors Partnerships Next Steps drilling down to individual calls including key drivers and abstract © 2011 15 Wednesday, September 7, 2011
- 19. Introduction Solution Customers Competitors Partnerships Next Steps The interaction intelligence you want for your Customer Relations Management... ✴ Providing structure, meaning and understanding to contact center and social media interactions ✴ Tracking facts, opinions, agreements and disagreements, wishes, and statements. ✴ Aggregating multichannel intelligence, and providing a solid basis for company action © 2011 17 Wednesday, September 7, 2011
- 20. Introduction Solution Customers Competitors Partnerships Next Steps The interaction intelligence you want for your Customer Relations Management... need ✴ Providing structure, meaning and understanding to contact center and social media interactions ✴ Tracking facts, opinions, agreements and disagreements, wishes, and statements. ✴ Aggregating multichannel intelligence, and providing a solid basis for company action © 2011 17 Wednesday, September 7, 2011
- 21. Introduction Solution Customers Competitors Partnerships Next Steps Actionable intelligence that will make the difference... Today Tomorrow with BENEFITS InterAnalytics ✴ Expensive customer ✴ Customer satisfaction ✴ 350K for 200 agent call surveys prediction center ✴ Supervisor evaluation of ✴ Automated objective ✴ 400K for 200 agent call calls evaluation of calls center ✴ NO targeted training ✴ Agent Self-Training and ✴ Agents motivated to train, Customized Training 20% higher FCS, 10-15% reduction of AHT, etc. ✴ Long response time to ✴ Real time response to ✴ Fast response prevents unhappy customers (> 2 unhappy customers escalation, low customer weeks) (< 10 minutes) satisfaction, etc. © 2011 18 Wednesday, September 7, 2011
- 22. Introduction Solution Customers Competitors Partnerships Next Steps Four interaction analytics solutions What’s hot and what’s not... 360º Reputation monitoring ✴ Everybody Social Media Analytics Customer Relations ✴ Corporations ✴ Media Representative Policy Analytics Contact Relations ✴ Contact Centers ✴ Voters ✴ Corporations Do they do what they Contact management promised? (EU) quality monitoring © 2011 19 Wednesday, September 7, 2011
- 23. Introduction Solution Customers Competitors Partnerships Next Steps Competitive Advantage = interaction + intelligence + multi-channel © 2011 20 Wednesday, September 7, 2011
- 24. Introduction Solution Customers Competitors Partnerships Next Steps 1st Key Partnership: Speech-to-Text © 2011 21 Wednesday, September 7, 2011
- 25. Introduction Solution Customers Competitors Partnerships Next Steps Development ✴ Interaction analytics component √ ✴ Demonstrator √ ✴ Service (Interaction Analytics Consulting) √ ✴ Adding Languages ✴ Front-end development © 2011 22 Wednesday, September 7, 2011
- 26. Introduction Solution Customers Competitors Partnerships Next Steps InterAnalytics’ Team... Dr. Lammert Vrieling (1968) - Chief Executive Officer ‣ 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. David E. Walker (1964) - Chief Operating Officer ‣ 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. 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 Dr. Vincenzo Pallotta (1966) - Chief Technology Officer ‣ 30 years in ICT ‣ 10 years in R&D ‣ Human-Language Technology, Digital Libraries, Artificial Intelligence, Ubiquitous Computing, Human-Computer Interaction, Usability Engineering, Information Retrieval, Web Search Engines, Semantic Web, Computational © 2011 Logics, Training and Education, e-learning. 23 Wednesday, September 7, 2011