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We introduce interAnalytics iA360 technology for interaction mining of contact center conversations.
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© 2011 08/09/2011
INTERACTION.INTO.INTELLIGENCE
INTERACTIONANALYTICS
CUSTOMER
Dr. Vincenzo Pallotta • www.interanalytics.ch
IPRAXIS
Wednesday, September 7, 2011
© 2011
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
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
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
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
Moving beyond operational efficiency requires interaction
analytics
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
Mining human, conversational interaction cannot be done with
current technology!
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Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011
Mining human, conversational interaction cannot be done with
current technology!
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internal external
unstructured
structured
- voice- email- chat- focus group
- social media- blogs- reviews- comments
- online ratings- 3rd party research
- customer surveys
Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011 6
Introduction Solution Customers Competitors Partnerships Next Steps
many say they
do, but
Wednesday, September 7, 2011
© 2011
Mining human, conversational interaction cannot be done with
current technology!
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internal external
unstructured
structured
- voice- email- chat- focus group
- social media- blogs- reviews- comments
- online ratings- 3rd party research
- customer surveys
Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011
Mining human, conversational interaction cannot be done with
current technology!
6
internal external
unstructured
structured
- voice- email- chat- focus group
- social media- blogs- reviews- comments
- online ratings- 3rd party research
- customer surveys
until
now!
Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011
The Solution: InteranalyticsAutomated Multi-Channel Interaction
Analytics
✴ Interaction analytics truly understands human, 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
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SUMMARYGRAPHS
STATS
Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
SUMMARYGRAPHS
STATS
Multi-Channel Interaction Analytics Value Chain:
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syntactic analysis
semantic analysis pragmatic
structure
meaning
information
knowledge
intelligence
dataselection
sources
dataextraction
raw data
datacleaning
clean data
channel
multichannel
interaction
interpretation
response
actiondata extraction and
interaction
data aggregation and
Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011
The Interaction Intelligence Differentiator...
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Introduction Solution Customers Competitors Partnerships Next Steps
Calls per hour
Calls per agent
# initial calls
# follow-up calls
Average handling time (AHT)
Abandoned calls
Lost calls
information
Agent cooperativeness
Agent attitude
Call drivers
High FCS agents
Compliance Score agents
% complaints per agent
Customer survey ratings
knowledgeCustomer satisfaction
prediction
Customer satisfaction understanding
Objective evaluation of calls, agents,
customers and drivers
Automatic detection & alerts based on
thresholds
Automated customized feedback and self training for
agents
intelligence
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© 2011
DEMONSTRATION
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Example: What is really happening to your reputation in your
(outsourced) contact center?
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
All your contact center interactions ranked on satisfaction... drilling
down to regions
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
drilling down to teams of agents ranked on customer satisfaction...
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
drilling down to individual effectiveness...
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Introduction Solution Customers Competitors Partnerships Next Steps
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drilling down to individual calls including key drivers and abstract
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Introduction Solution Customers Competitors Partnerships Next Steps
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© 2011
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
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Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011
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
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need
Introduction Solution Customers Competitors Partnerships Next Steps
Wednesday, September 7, 2011
© 2011
Actionable intelligence that will make the difference...
Today
✴ Expensive customer surveys
✴ Supervisor evaluation of calls
✴ NO targeted training
✴ Long response time to unhappy customers (> 2 weeks)
Tomorrow with InterAnalytics
✴ Customer satisfaction prediction
✴ Automated objective evaluation of calls
✴ Agent Self-Training and Customized Training
✴ Real time response to unhappy customers (< 10 minutes)
BENEFITS
✴ 350K for 200 agent call center
✴ 400K for 200 agent call center
✴ Agents motivated to train, 20% higher FCS, 10-15% reduction of AHT, etc.
✴ Fast response prevents escalation, low customer satisfaction, etc.
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Four interaction analytics solutions
Introduction Solution Customers Competitors Partnerships Next Steps
✴ Corporations
✴ Contact Centers✴ Corporations
Customer Relations
Contact Relations
Social Media Analytics
Representative Policy Analytics
✴ Everybody
✴ Media✴ Voters
What’s hot and what’s not... 360º Reputation monitoring
Do they do what they promised? (EU)
Contact management quality monitoring
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Competitive Advantage = interaction + intelligence + multi-channel
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1st Key Partnership: Speech-to-Text
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Development
✴ Interaction analytics component √
✴ Demonstrator √
✴ Service (Interaction Analytics Consulting) √
✴ Adding Languages
✴ Front-end development
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© 2011 23
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.
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 Logics, Training and Education, e-learning.
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.
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