Contact Centre Intelligence
Transform your contact centre and customer experience with cutting edge AI and ML.
It’s time to unlock the value of the information you already hold and understand your calls like never before
– Neil Miles, CEO
Contact Centres operate in an environment of ever increasing customer expectations and relentless volumes of callers. Keeping accurate records of what a call is about, particularly if it relates to more than one subject, can be difficult whilst engaging the customer in conversation. Remembering this after the call is even harder, especially when there is pressure to get onto the next caller in the queue. By analysing the recordings after the call, call classification errors can be caught and advisor wrap time can be reduced leaving more time to focus on what is most important, the customer.
These results can provide a further safety net and a set of learning actions for continual improvement of the contact centre, e.g. did the advisor make reference to the right problems in the call notes, was the right follow on action kicked off, did the customer leave the call satisfied or is an outbound follow up call required?
Trends can be picked up quickly e.g. is there a sudden increase in one type of call that might be indicative of an underlying problem? By analysing these factors, proactive action can be taken to ensure the best possible chance of a successful outcome for your customers.
Our Solution Offering
Our solution leverages Inawisdom’s proven skills and experience as a leader in AI and machine learning, combined with the power of the AWS Cloud, to establish new insights from the information held in your voice recordings.
Together we target a priority scenario for your contact centre, then select and extract the data from your voice recordings, other source systems and, using Inawisdom’s Rapid Analytics and Machine Learning Platform (RAMP) extract into a secure, analysis ready, platform on AWS. Our highly skilled Data Scientists create models to investigate the data and identify the business insights behind it. After just a few weeks, you will be able to understand your calls like never before.
Along with the rapid Proof of Value, our expert team will also draw out a robust path to production, and a business case for extending the platform, so you can continue your journey to truly differentiating your contact centre for long term success.
5 Minutes on Contact Centre Intelligence
To speak to one of the team about Contact Centre Intelligence, please email email@example.com
Read more about AI and ML on our blog:
ChatGPT takes on the world: What it means for businesses
If you’ve been in any of the more technical corners of the internet lately, you’ve probably heard of ChatGPT. Recently it has risen to prominence as a potential Google Search "killer" and a significant step toward artificial generalised intelligence – with some...
Unlocking Customer Lifetime Value in the Automotive Industry
The pace of innovation in the Automotive Industry has never been faster. The widespread adoption of electric vehicles (EVs), self-driving cars, connected cars, and shared mobility services - in both advanced markets and emerging economies - has pushed the industry to...
Re:Invent ReCap #3: AI & ML Highlights
Just before Christmas, I was lucky enough to attend re:Invent 2022. This was my third time at re:Invent and my second time with Inawisdom. As an AWS Ambassador, I had very busy week with lots of exciting things to do – including filming some videos with AWS (coming...
Meet the Team: Miles Hopper
In our “Meet the Team” series, we sit down with Inawisdom employees old and new, to find out more about what they do, how they got here and why they enjoy working at Inawisdom. Today we’re talking to Miles Hopper, a Data Engineer who joined the team last year. Name:...
Introducing MALEO: Inawisdom’s MLOps Framework
At Inawisdom, we are very passionate about MLOps; we’ve been productionising and operationalising our clients’ machine learning models for over 6 years now. We’ve gathered a wealth of experience and best practice over those years that we have always been excited to...
Re:invent ReCap #2: Serverless Highlights
As always, AWS announced loads of new features and services at re:Invent 2022. I've covered the data-related announcements in a previous post, and today I'll be sharing some highlights from the serverless space. Rather than cover all the announcements and write what...