16 examples of artificial intelligence across 6 industries
Artificial intelligence (AI) is going to impact our entire economy. Learn how AI data analytics is being used across 6 industries to analyze customer ...
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September 05, 2017
By: Mark Lockyer, EMEA Sales Director, CallMiner
With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers. Gone are the days of relying on postcode generated revenue.
This change brings increased scrutiny on Service Incentive Mechanism (SIM) scores as businesses start to shop around for services and research customer experience ratings of different providers. To stay competitive, water companies must invest in improving customer experience and taking action where needed.
Successful customer experience programs leverage interaction analytics to support efficiency monitoring, call diagnostics, and agent coaching.
Using an interaction analytics solution to combine insights from all three of these areas provides a holistic view of how customers are interacting with the company, regardless of chosen channel. In analysing these unstructured interactions and turning them into useable structured and consumable data the organisation is able to assess how internal processes and people influence Customer Engagement. By understanding both internal and external factors impacting their customer experience, UK water companies can start to address changes that need to be made and, most importantly, track the impact of those changes with quantifiable analytics.
It won’t happen overnight, but customer experience ratings will improve with an investment in interaction analytics and companies will see a significant ROI for their efforts – both through residential SIM score impacts and customer growth and retention in the non-residential market.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.