Call Center Analytics_
_Improve your call center
SentiSquare Analytics is the perfect tool to add value to your call center. Let our AI show you what it can do for you!
Explore benefits Contact us
Discovery mode
Observing mode
SentiSquare Analytics will analyse your historical data and provide you with an interactive dashboard that will allow you to dig into our findings and even manually analyse our findings further.
Findings from Discovery mode will help you shape what to monitor on an on-going basis in the Observation mode.
Discovery mode
SentiSquare Analytics will analyse your historical data and provide you with an interactive dashboard that will allow you to dig into our findings and even manually analyse our findings further.
Observing mode
Findings from Discovery mode will help you shape what to monitor on an on-going basis in the Observation mode.
Our solutions for call centers are based on SentiSquare Analytics.
Discovery mode_
You will be surprised what kind of relations our AI will discover in your data. Having such undiscovered relations made visual can bring enormous value to your business.
As a result of the analysis you will get:
List of topics your customers talk about
Sentiment of each topic
How often each topic is mentioned
Key-words used when talking about this topic
Representative phrases for each topic
and much more...
Observing mode_
Based on your setup, SentiSquare will prepare a tailor-made AI-model for you that is trained especially on your demands and will monitor all ongoing customer communication with regards to your observation areas. The findings during this observation mode can be analysed in near real-time.
As a result of the analysis you will get:
You will immediately see the changes in customer communication behaviours
Following trends in your data
Notifications when something is running bad
and much more...
Easy solution “Low hanging fruits”
Don't be afraid to implement AI. It is not such a big deal as you might think.
Have a look at our "low hanging fruits" solutions that can be implemented quite quickly.
Topic detection_
Do you really know which topics are important to your customers?
Do you know which ones they love and which ones they hate?
Let us detect the topics your customers care about.
Objectives
During the Discovery Mode, we will detect the topics that are important to your customers. You will get a crystal clear picture of the important topics to focus on and if they are seen as positive or negative.
The Observation mode will monitor the topics over time and visualise all changes in terms of frequency or sentiment so you can monitor whether your initiatives or changes have a positive or negative impact.
Benefits
Know exactly what your customers care about and monitor changes in almost real time.
Our solution
SentiSquare Analytics needs only your historical data and is ready to start with the discovery. As soon as we have access to your data we are ready to go.
You decide what data we can see and should include in the analysis.
Once the analysis is done and the topics to monitor are selected, we will integrate our solution via our API and it is ready to run within just a few days.
Categorisation_
Categorisation is a very powerful topic for a call centre. And, categorisation can be much more than just a simple classification of the topic a customer is talking about.Categorisation can also be business critical such as:
Categorisation can also be business critical such as:
Did the agent propose a specific solution?
Did the customer agree on a contract?
Objectives
You will get a clear picture of your business-related categories and more importantly whether your customer communication is aligned with your targets.
Benefits
Let AI do the time consuming and complex analysis within hours and save time of your agents to focus on the customers.
Our solution
Our solution needs only some training data to be up and running.
The integration into your operational processes is done via our API.
More sophisticated use-cases
Customer Segmentation_
Customer Segmentation is one of the most important tasks in Sales and Marketing and therefore also in the complete customer communication.
Objectives
Get a clear picture of your customer segments.
Benefits
We will support your business analysts in pointing out hidden patterns that will support your customer segmentation.
Your segmentation will be more precise as it will be based on real data including the hidden findings.
AI can find segments in days and free your people from time-consuming analytical work.
Use the segmentation for tailor-made call scripts that will improve your success rate.
Compliance_
The compliance solution will help you to monitor if your internal regulations and your call scripts are followed.
Objectives
Make sure that things run as you designed them.
Benefits
Monitor if the agents are following their scripts.
Define any additional rules such as:
which agents are allowed to offer what product
what should your agents never say
what should your agents always sayAnd, finally check the success rate of the calls that followed your scripts v.s. the ones that did not. Are there any patterns in the successful calls that did not follow the scripts?
We will make sure that you know if your scripts are applied and, if those calls that did follow the rules are more successful than the others.
Our solution
In order to provide first class compliance, SentiSquare solutions will utilise the discovery mode as well as the observation mode. During the discovery we identify patterns that are in line with the compliance rules. Those patterns will be used to improve the AI model for further observation of calls.
The integration into your operational processes is done via our API.
Churn prediction_
Objectives
Analyse the calls between your agents and your customers and detect the calls with customers in risk of switching you to another provider.
Benefits
Get notified about those customers that are at risk. It will allow you to start tailor-made actions:
offer discounts
offer additional benefits
etc.
Don't lose your customers! Winning a new customer is much more expensive than trying to keep one.
Our solution
Based on your historical data, the patterns that lead to a churn situation will be discovered thanks to the Discovery mode and used to tailor the AI model.
The model will then be used during the Observation mode to identify those customers that are on high risk to leave your company.
Success story:
Call Center Analytics for E.ON_
Case
50 000
calls between the client and the operator per month
Before
No accurate and immediate overview of topics.
No detection of dissatisfied callers.
Low overview of customers with potential exit risk.
After
Accurate real time overview of call topics and trends.
Successful detection of dissatisfied callers.
Overview of customers with potential exit risk.
Case
calls between the client and the operator per month
Before
No accurate and immediate overview of topics.
No detection of dissatisfied callers.
Low overview of customers with potential exit risk.
After
Accurate real time overview of call topics and trends.
Successful detection of dissatisfied callers.
Overview of customers with potential exit risk.
E.ON’s Problem
Inaccurate and slow evaluation of call topics by the agent. No overview of dissatisfied callers. Cross-sell and up-sell is difficult to control. Sparse feedback to agents.
SentiSquare’s Solution
During the first phase of the project SentiSquare used the “Discovery Mode” of their solution to detect Topics and Classes, that will be used later in the operation in the “Observation Mode”.
As a result, a set of 40 different classes have been defined. Such classes did not only represent the topics that have been discussed during the calls, but also classes such as “retention” or “sales potential”. This set of classes allows E.on not only to analyse the discussed topics and their sentiment, but also to identify potential business losses or business potential. The outcome of the Discovery Mode has been used to train the AI model to match the customer requirements.
In the second phase, the so-called “Observation Mode”, the previously defined model is used to analyse 100% of all customer calls.
Right now, E.on moved even a step further and using a combination of the “Discovery-” and “Observation-Mode”, which means an ongoing optimisation of the model which will lead to continuous improvements of the AI performance and the ability to observe trends and predict forecasts.
SentiSquare uses a contextual approach that guarantees high accuracy and completeness thanks to machine learning, which automatically compiles millions of hidden context rules.
E.ON’s Results with Sentisquare
Saves manpower from routine filing.
Feedback to agents.
Prevention of customer churn, increasing customer loyalty.
Possibility to adjust the IVR according to the frequency of queries, adjust the call script and subsequently reduce the talk time - optimize the call center capacity.
A/B tuning of a campaign according to the reaction of customers.
