电子书：人工智能驱动的见解，提升体验

E-Book AI-fueled insights thatelevate experiences How four innovative clients tookCX to the next level withdata analytics In an era where customer expectations are at an all-time high,businesses across various sectors are facing the critical challenge ofnot just meeting but exceeding these expectations. Companies across Deriving actionable insights from interaction analytics is crucial innavigating today’s competitive landscape, helping to drive bothconvenient and compassionate solutions for customers. Interactionanalytics enables businesses to sift through vast amounts of customer Additionally, actionable insights aid in identifying inefficiencies withincustomer service processes, enabling companies to streamlineoperations and enhance overall service delivery. More intuitive Let’s examine how four industry-leading TP clients used dataanalytics to deliver more human-centric support, enabled byAI. Speech analytics and AI integration fora leadingtechnology manufacturer A global leader in technology manufacturing, sought to enhance theircustomer experience by leveraging advanced data analytics. By analyzinga month’s worth of interaction data, they identified key opportunities toreduce silent time during customer interactions. The integration of AIand speech analytics empowered their customer service experts with thenecessary tools to provide instant, accurate responses allowing them to “Speech analytics deliversmore than what weimagined. The wholeoperations managementof the floor can change.You don’t need supervisorsto listen to calls... what “When I look at the potential of AI and machine learning it’s all aboutprediction. This is hugely important for customer service and customercare.”— Senior Director, Customer Service The results were transformative. By implementing speech analytics andAI-driven insights, the technology manufacturer saw a marked decreasein call handling times, leading to more efficient service delivery andhappier customers. Customer satisfaction scores soared, with feedback This holistic approach to enhancing customer experience not only boostedcustomer loyalty but also positioned the manufacturer as a pioneer inusing sophisticated technologies to drive customer service excellence. How oneairlineapplied data analytics toanticipate and improve customer experiences Having partnered with TP since 2013, one award-winning airlineintroduced data analytics in 2017 to gain real-time insights intocustomer preferences and sentiments. This platform was crucialduring the global crisis and beyond, helping the airline swiftly adaptto changing customer needs, such as adjusting reservations and The benefits were multifaceted. The comprehensive analysisacross multiple customer interaction channels enabledthe airline to deliver personalized customer experiences,fostering loyalty even in challenging times. Plus, by This has led to significant cost savings, asmore efficient operations allowed resourcesto be allocated more effectively. Additionally,the personalized and timely responses tocustomer needs have vastly improved customersatisfaction and loyalty, as passengers feltmore understood and valued by the airline.Meanwhile, customer support experts feltempowered to deliver better care and create Enhancinge-CommerceCX through data analytics So, they embraced technology to not only transcribe andanalyze customer interactions, but also predict future customerbehaviors. This predictive capability provided the online retailerwith the necessary tools to categorize customer experiences By leveraging predictive analytics, the client achievedsignificant results. They experienced a notable reduction in callhandling times, as experts were better equipped to anticipateand address customer needs swiftly. This efficiency translatedinto higher customer satisfaction scores, with a marked The largest online retailer in the Netherlands and Belgiumfaced distinct challenges in managing vast volumes of customerinteractions while striving to deliver more delightful customerexperiences. The diversity of their product offerings and thecomplexity of customer inquiries made it essential to have an efficient The ability to predict future customer behavior also allowedfor more effective inventory management and targetedmarketing campaigns, driving both sales and customer loyalty. “With the quick implementation of Speech Analytics,we were able to quickly achieve results together.” - Head of Customer Operations Retainingsoftwarecustomers with text analytics A global software company faced significant challengesin retaining customers who reached out through calls ormessaging. Like many businesses in this ever-evolving industry,they contended with high churn rates and the complexity ofunderstanding customer sentiments from vast amounts of Recognizing the need for a more sophisticated approach, thesoftware leader sought a solution that could dissect and analyzecustomer interactions more precisely. So they partnered