CII: GenAI Powered Customer Experience Diagnostic

GenAI Powered Customer Experience Diagnostics for Calls and Chats

Overview

Current customer interaction analytics solutions fail to provide actionable insights or root causes of customer dissatisfaction due to sub-optimal natural language processing technology (speech and text) or prohibitive costs. Customer Interaction Insights (CII) is a Generative AI-powered Voice of Customer solution to identify the root cause of customer dissatisfaction. CII can go through millions of customer conversations from all channels, including Voice calls, agent/bot chats, and reviews, to identify the root cause of customer dissatisfaction. The information is presented using intuitive dashboards with trends and drill-downs

CII is built on Amazon EKS, Amazon Bedrock, and Amazon Open Search Service.

Highlights

Automatic Call Summarization: CII can automatically generate call and chat summaries using the power of large language models, thereby reducing the time spent by agents to summarize the call and, at the same time, improving the accuracy and completeness of the data captured.
Actionable Insights: CII's out-of-the-box dashboard provides actionable insights that can be used to enhance self-service modules on the web, mobile apps, and other digital channels. These insights enable businesses to improve their products, services, and customer support and devise effective marketing campaigns.
Holistic Understanding: By analyzing customer interactions across multiple touchpoints, including call centers, chat conversations, mobile app reviews, and social media feedback, CII provides a holistic understanding of customer sentiment, preferences, pain points, and opportunities for improvement.

Details

Sold by

Fractal Analytics Inc

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