This document describes an AI system called Intelligent Audition that analyzes customer interactions recorded at points of sale to validate sellers' actions and provide analytics to help companies increase sales. The system uses both human reviewers and machine learning to achieve superhuman accuracy. It has been implemented with various businesses like retailers, telecom companies, and restaurants, increasing their sales by 15-30% and reducing customer churn. The company's strategy is to focus on retail applications, gradually automating more tasks using AI while ensuring the product remains focused on validated use cases.
Presentation made at California League of Cities conference September 22, 2011, San Francisco. Presenters: Jeff Aran, Esq., California Sign Assn; Joe Horwedel, Planning Director, City of San Jose; Joanne Sanders, Mayor Pro Tem, City of Sonoma
Retail kapture - Mobile CRM Application Software - KaptureCRMKapture CRM
Looking for a CRM on mobile? KAPTURE is the best cloud-based mobile CRM application with an extremely user-friendly interface to automate sales, marketing.
Mark Roberge is a Senior Lecturer with Harvard Business School, former CRO of Hubspot and author of bestseller "The Sales Acceleration Formula". Join him as he takes you through his step by step guide to revenue growth.
If you are confused about where to start regarding your KPIs, this a speed summary and collection of data from sessions from YC, 500 Startups and Product School
Presentation made at California League of Cities conference September 22, 2011, San Francisco. Presenters: Jeff Aran, Esq., California Sign Assn; Joe Horwedel, Planning Director, City of San Jose; Joanne Sanders, Mayor Pro Tem, City of Sonoma
Retail kapture - Mobile CRM Application Software - KaptureCRMKapture CRM
Looking for a CRM on mobile? KAPTURE is the best cloud-based mobile CRM application with an extremely user-friendly interface to automate sales, marketing.
Mark Roberge is a Senior Lecturer with Harvard Business School, former CRO of Hubspot and author of bestseller "The Sales Acceleration Formula". Join him as he takes you through his step by step guide to revenue growth.
If you are confused about where to start regarding your KPIs, this a speed summary and collection of data from sessions from YC, 500 Startups and Product School
The Always-On Approach: How to Continually Improve Your Streaming Advertising...Tinuiti
Take the guesswork out of driving results from your Streaming campaigns, and discover how the always-on approach can deliver the metrics needed for a full picture across your entire campaign.
In this webinar, our experts at Tinuiti and our Streaming agency, Bliss Point Media, with guest global market research company, Forrester, explore Streaming advertising marketing trends and the importance of incrementality testing in driving sales.
Totango and thismoment discuss data-driven insights for customer acquisition, customer success, and churn management.
Learn how thismoment uses Totango to:
- Identify buy and churn signals from product usage data
- Segment your user-base for smarter customer engagement
- Impact every aspect of the customer journey from trial to onboarding to renewal and upsell
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
Since the economic downturn, many retailers cut staffing levels to bare minimum in order to weather the storm. As the economy turnaround continues and consumer spending starts to increase, there is a renewed opportunity to enhance brand image with both old and new customers. Execution is as important as ever. Quality service levels are required to convert foot traffic to sales while perfect field execution must be achieved to implement corporate strategies to capitalize on the investment of targeted marketing campaigns.
How to Use Artificial Intelligence to improve the profitability of restaurants.
1. Mini MBA on Customers Data Analysis
2. BUSINESS CUSTOMERS X-RAY Module
3. CUSTOMER CARE Module
4. MENU ENGINEERING Module
5.PERSONNEL DEVELOPMENT Module
6. EXPECTED ROI AND FINAL CONSIDERATIONS
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Understanding the Financial Health of your Subscription BusinessTotango
Industry leaders, Zuora and Totango, present which metrics truly give an accurate picture of the health of your subscription business. Which metrics should you calculate and optimize on - ARR, GEI, CRC or other ratios?
Chief Financial Officer, Tyler Sloat from Zuora shares 3 metrics they measure for their company and track against other best-in-class subscription companies. Chief Marketing Officer, Kaiser Mulla-Feroze from Totango, also presents a couple key metrics he finds missing from the boardroom discussions.
Visit totango.com to view the entire webinar and hear their insightful commentary that accompanies these slides and Q&A.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
The Always-On Approach: How to Continually Improve Your Streaming Advertising...Tinuiti
Take the guesswork out of driving results from your Streaming campaigns, and discover how the always-on approach can deliver the metrics needed for a full picture across your entire campaign.
In this webinar, our experts at Tinuiti and our Streaming agency, Bliss Point Media, with guest global market research company, Forrester, explore Streaming advertising marketing trends and the importance of incrementality testing in driving sales.
Totango and thismoment discuss data-driven insights for customer acquisition, customer success, and churn management.
Learn how thismoment uses Totango to:
- Identify buy and churn signals from product usage data
- Segment your user-base for smarter customer engagement
- Impact every aspect of the customer journey from trial to onboarding to renewal and upsell
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
Since the economic downturn, many retailers cut staffing levels to bare minimum in order to weather the storm. As the economy turnaround continues and consumer spending starts to increase, there is a renewed opportunity to enhance brand image with both old and new customers. Execution is as important as ever. Quality service levels are required to convert foot traffic to sales while perfect field execution must be achieved to implement corporate strategies to capitalize on the investment of targeted marketing campaigns.
How to Use Artificial Intelligence to improve the profitability of restaurants.
1. Mini MBA on Customers Data Analysis
2. BUSINESS CUSTOMERS X-RAY Module
3. CUSTOMER CARE Module
4. MENU ENGINEERING Module
5.PERSONNEL DEVELOPMENT Module
6. EXPECTED ROI AND FINAL CONSIDERATIONS
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Understanding the Financial Health of your Subscription BusinessTotango
Industry leaders, Zuora and Totango, present which metrics truly give an accurate picture of the health of your subscription business. Which metrics should you calculate and optimize on - ARR, GEI, CRC or other ratios?
Chief Financial Officer, Tyler Sloat from Zuora shares 3 metrics they measure for their company and track against other best-in-class subscription companies. Chief Marketing Officer, Kaiser Mulla-Feroze from Totango, also presents a couple key metrics he finds missing from the boardroom discussions.
Visit totango.com to view the entire webinar and hear their insightful commentary that accompanies these slides and Q&A.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
2. The “Last Mile” Problem:
WE LISTEN ANALYZE CUSTOMER INTERACTIONS FOR COMPANIES
Retail Chains
Large FMCG
Telecom
Dealerships
Banks
Restaurants
Hospitality
Insurance
Pharmaceuticals
3. Доступ к точкам, не выходя из офисаПримерная структура подобных проектов
A PRODUCT THAT DERIVES SALES BY DIVING IN
LOYAL CUSTOMERS THROUGH VARIOUS INDUSTRIES PAY ~40% MORE
Grow
Revenues
Increase Sales
Eliminate Churn
Finetune Sales Process
Reducelosses
We developed a RETAIL tool to…
4. Доступ к точкам, не выходя из офисаПримерная структура подобных проектов
A PRODUCT THAT DERIVES SALES FROM SITUATION
A SYSTEM THAT ANALYZES CUSTOMER INTERACTIONS AND VALIDATES SELLERS’ ACTIONS
1.Backgroundrecording
2.Transmissionandprocessing
3.Stats&Stepstoincreasesales
or
HUMAN & AI
AI LEARNING FROM HUMAN
Mood Weights Reasons LocationKeywords Checklist User Stats Learning
Activate in trade
5. We use humans to validate and use machine answers to go deeper in the situation and achieve superhuman accuracy.
Доступ к точкам, не выходя из офисаПримерная структура подобных проектов
NONSTOP ONLINE ANALYTICS
What does Hybrid Stand for? What makes us different?
Mood Weights Reasons LocationKeywords Checklist User Stats
Also working in
cooperation with
Human
Machine
& & & && & &
! Should the system transcribe a word or a phrase with a precision under 70%, it will send it to humans for correction and further learning.
Findings
&
IMPORTANT DIFFERENCE!
6. Доступ к точкам, не выходя из офисаПримерная структура подобных проектов
NONSTOP ONLINE ANALYTICS
The system consults with people while learning from them
Also working in
cooperation with
Custom speech engine
that learns and “feels”
essentials (emotions,
keywords, checklists)
Professional speech
engine by leading
suppliers
People who check
and/or “teach”,
when the system
performance is
under X%
People check
everything
Or people check
only low precision
data
Own engine that
constantly learns
essentials
Working
synchronously
with the first
engine
Integrating any partner
engine by leaders
• Moods&vocabs
• Weights
• Locations
• Keywords&transcribation
• Checklists
• Findings
8. Доступ к точкам, не выходя из офисаПримерная структура подобных проектов
INTELLECTUAL UNDERSTANDING OF PRESENT SITUATION
Various versions have been implemented with enterprises and medium-sized businesses
Sales grow ≥20%
Churn reduces
≥15%
Week 1 Week 2 Week 3 Week 4 Week 5
+2-5% +5% +10% +2% +2%
• Week 1 – 30% of personnel quit in order to avoid penalty for
past mistakes. Quality starts growing
• Weeks 2, 3 – personnel starts realizing they can be
handsomely rewarded for good work, sales grow more
intensively
• Week 4,5 – continuous growth
9. E F F I C I E N C Y T H R O U G H Q U A L I T Y Improving performance at all levels of dealing with customers
Автоматизация контроля сотрудников, работающих с конечным потребителем
AudioControl
Контроль, повышающий продажи
9
Примерная структура подобных проектов
INTELLIGENT AUDITION
OUR CASES
+20%Background:
Advertisement ban preventing to increase sales.
Solutuon:
Participation of shop sellers in customer activation /
persuading clients to buy a specific brand and informing
them about its benefits. Shop sellers received bonuses,
once validated by the system.
Outcomes:
Sales of promoted products at participating POS grew 20%.
AN INTERNATIONAL FMCG COMPANY
CASE / MVP
REV
10. E F F I C I E N C Y T H R O U G H Q U A L I T Y Improving performance at all levels of dealing with customers
Автоматизация контроля сотрудников, работающих с конечным потребителем
AudioControl
Контроль, повышающий продажи
10
Примерная структура подобных проектов
INTELLIGENT AUDITION
OUR CASES
+30%Background & Goals:
Test the assumption of increasing average check (ARPU)
through agent stimulation (200 000 + contacts per month).
Solution:
Agents at points of sale participated in the ARPU increase
program trying to convince customers to purchase
premium services while their work had been subject to
assessment in our system.
Outcomes:
Average check increased by 30%. As a result, this is a way to
increase of the entire company’s revenue by 4%.
INTERNATIONAL MOBILE OPERATOR
ARPU
CASE / MVP
11. E F F I C I E N C Y T H R O U G H Q U A L I T Y Improving performance at all levels of dealing with customers
Автоматизация контроля сотрудников, работающих с конечным потребителем
AudioControl
Контроль, повышающий продажи
11
Примерная структура подобных проектов
INTELLIGENT AUDITION
OUR CASES
+25%Background:
Plummeting sales and customer churn, reason unknown.
Solution:
Waiters’ performance and operation routine monitored,
weak points disclosed as per each dialogue while waiters
realizesd they were being monitored (listened).
Outcomes:
Restaurant chain revenue increased by 25%.
A RESTAURANT CHAIN
CHECK
CASE / MVP
12. E F F I C I E N C Y T H R O U G H Q U A L I T Y Improving performance at all levels of dealing with customers
Автоматизация контроля сотрудников, работающих с конечным потребителем
AudioControl
INTELLIGENT AUDITION
CLEAR STRATEGY VISION
Up to
2019
Sept
2020
Jan
2021
Sept
2021
Strategy Timeline
The product must keep focusing on the validated path. No temptations to afford
(e.g. no listening to PBX (competition) – we are a retail product (opportunity))
MVP and
Validation
Validated, launched,
exploited, decided that Audio
needs a separate entity
Managed by humans
New Company/ Better
Product
New product comprised
observations on important
changes
Semi-automatic
New AI Generation of
the Product
Important automation
improvements, including
behavioural patterns and
learning
Automatic
AI Generating
Marketing Findings
Reports
Customers need findings.
The most time consuming
task to be run by machine
Super-automatic
12
13. NO HIDDEN COSTS
YOU PAY ONLY AS YOU GO
CONTACT US:
info@intelligent-audition.com
Servicing and Catering
Promoters
Points of sale
Banking, Telecom
experience scale
Visit our commercial web at
https://audition.agency
(the other one with more tech details is at http://intelligent-audition.com)
Editor's Notes
A hybrid customer interaction listening tool for retail