Roles Reimagined with CX Automation
Meet Hazel, a Business Analyst
Hazel is a business analyst at a global services company. The company has recently been losing deals and customers to their competition. The executive team asked Hazel to study the problem and discover what was impeding sales conversions and causing customers to churn.
Manual, Tedious, and Imprecise Approach
Mining these insights had been a challenge in the past for Hazel and her team as it required analysts to actually listen to recordings. Since manual review and analysis of calls is extremely time-consuming and Hazel’s team’s capacity is limited, only a sub-set of calls was actually being used for each call study. This tedious and often imprecise approach could take weeks before any insights were uncovered.
Fortunately, the company had recently invested in the Verint Platform, including Speech Analytics and the Exact Transcription and Genie Bots.
Hazel
Business Analyst
Gain Greater CX Insights
Verint Exact Transcription Bot provides Hazel’s team with unmatched call transcription and comprehension accuracy. Exact Transcription Bot can accurately deliver transcriptions, with complete speaker separation, on 100 percent of customer interactions.
It is these transcripts that Verint Speech Analytics uses to automatically uncover the details of each customer interaction.
Discover and Analyze Key CX Themes
Verint Speech Analytics automatically discovers and analyzes words, phrases, categories, and themes that may be affecting customers’ experience. With it, Hazel and her team are able to analyze contact center calls and surface anomalies and trends – without adding headcount.
Delve Deeper into the Whys and Hows
Hazel is most excited about Verint Genie Bot. With Genie Bot, anyone (not only analysts) can ask questions in natural language about contact center phone conversations.
Hazel wants to dig into why the company is losing business to their competitors. She asks Genie Bot to identify calls in which a customer says they are closing their account and taking their business to a competitor. She then asks Genie Bot to identify similar words or phrases used by the customers to see what the common drivers were. Genie Bot was able to show that their competitor was offering the first three months for free for any new customer who had previously been using her company’s services.
Faster Time to Insight = Faster, Positive Outcomes
Hazel and her team are now able to analyze the data in record time. What would have been a two-week, all-hands-on-deck exercise now only took two days for her and one senior analyst. Hazel was able to let executive leadership know about their competitor’s three-months-free offer. The team quickly devised a counteroffer and new incentives for customers to stay with their services. They provided specific scripts to their agents to address these calls, and were able to save the company thousands in lost business.
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