Finding Actionable Insights in Your Organisation’s Voice Data · •Product - Review customer channel touch points, Gauge product feedback, risks and gaps, Track conversations for

Finding Actionable Insights in Your Organisation’s Voice Data

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220 minutes

talk time for one agent per day

5,048 minutes

talk time for one agent per month

151,455 minutes

talk time for one month in a 30-seat contact centre

16-22 million words


Slide 2 Notes

13,170 sec - talk time for one agent per day (3.65 hours)302,910 sec - talk time for one agent per MONTH (23 days)9,087,300 sec - talk time for one month in a 30-seat Contact centre


Use Cases for….

Contact Centre

Customer Experience

Risk/Fraud

Product/ Service

Marketing

Compliance


Slide 3 Notes

Marketing - Understand customer journey, Find new cohorts, Improve Marketing ROI, Drive Campaign Performance, Look for triggers and events, Manage next best offer• Risk Management - Understand what we are saying to our customers, Ensure proactive fraud management is in place, Ascertain

compliance levels, Review risk management action performance• CX -Track and management customer sentiment, Drive root cause analysis of poor CX, Gain more effective insights into NPS

performance, Understand org processes gaps, Ascertain performance of key initiativesNPS - able to ascertain billing issues, product challenges, payment process and flexibility issues, channel engagement option priorities and brand impacts. In addition, significant agent coaching opportunities were derived through emotion, sentiment and call characteristics scoring.

• CC - Understand agent performance, Track Team Leader performance, Improve efficiency/productivity, Hone scripts, Track adherenceto scripts/regulatory, Improve campaign performance

• Product - Review customer channel touch points, Gauge product feedback, risks and gaps, Track conversations for new product opportunity, Review new product roll out, Enable product test and learn, Check for product knowledge

• Strategy - Review Omni Channel Optimisation, Gauge business sentiment, Test market insights, Understand organisational insights• Revenue Management - Grow cross sell and upsell, Understand churn/lapse drivers, Test new campaigns, Check sales methodology

adherence, Improve conversation rate, Understand script opportunities


SAS / Call Journey solution

SAS Platform


Slide 4 Notes

Call Journey then provided a data set including

Gender,

% Silence,

Sentiment,

Emotion,

Call duration, agent I.D, Agent/Client Classification, Diarization, Redaction (audio & text), Emotional Intelligence, Confidence, % Overtalk, Speaker Clarity Punctuation and Call Success.


SAS Visual Text Analytics

JL

Machine Learning

H

Linguistic Rules

Natural Language Processing


Slide 5 Notes

SAS Visual Text Analytics (VTA) is the SAS offering designed to effectively extract insights from unstructured data in large scale.

Offered on the SAS Viya architecture, VTA combines the power of:Natural Language Processing (NLP)Machine Learning (ML)Linguistic Rules (human input)

Output includes: Topics, Insights, Relationships, Taxonomies, Scored Documents


Slide 6 Notes

• Customizable and portable nodes and pipelines

• Quick save of output data from Topics and Categories

• Easy access to automatically-generated score code

• Launch Visual Text Analytics from Data Studio, Data Wrangler, or Visual Analytics

• Common interface with Visual Data Mining and Machine Learning and Visual Forecasting


“…if analytics does not lead to more informed decisions and more effective

actions, then why do it at all?

- Mike Gualtieri, Forrester



Begin with the end in

mind

Define success

Start small and think big

When setting up a Text Analytics project:


Thank you