Insights gained from AI

Use Actionable Insights to Improve Your CX by Focusing on What Matters Most

The average contact center today collects thousands of daily agent-customer interactions across a multitude of channels – voice, email, SMS, social media, and webchat.

Using that data to draw conclusions regarding customer needs and preferences is essential for your organization. Interpreting these interactions and converting them into actionable insights enables your organization to deliver a richer and more compelling customer experience (CX).

AI Insights extracts actionable insights from the Voice of the Customer (VoC) and Voice of the Employee (VoE) initiatives to uncover the “why” hidden in Net Promoter Score (NPS) and Customers Satisfaction (CSAT) feedback and internal agent surveys, with greater than 95% accuracy. AI Insights’ proprietary hybrid of machine learning, Natural Language Processing (NLP), and proprietary fully optimized industry-specific lexicons ensure that no additional parsing, processing, or validation is required.

By enabling your organization to focus on resolving critical issues before they become serious business impediments, while proactively capitalizing on emerging customer trends, AI Insights will help your company increase customer loyalty, reduce churn, and maximize upsell and cross-sell opportunities

Go Beyond NPS, VoC and VoE

NPS is good at telling you how customers feel about your brand at a specific point in time. But it doesn’t tell you what to do to improve their experience, also doesn’t tell you WHY they think the way they do or WHY they are acting the way they are. Understanding this is key to determining what needs to change to deliver a better customer experience.

Context is Everything

Let customers and employees tell you, in their own words, what matters most to them. Complement the quantitative feedback from the scores with qualitative data, from the words they use when they interact with you digitally, to free-text survey responses, ensuring that you really understand your customer’s expectations.

By employing semantic technology to uncover context and nuance, AI Insights enables your organization to deliver a better overall customer experience by quickly identifying critical issues and uncovering key customer expectations. AI Insights provides valuable context by uncovering your customer’s emotions such as fear, disappointment, anger, satisfaction, astonishment, surprise, and even sarcasm.

Human and AI interaction
The Advantages Of Enghouse Interactive's AI-Enabled Customer Interaction Analysis and Insights Solution
Intuitive interface
Proprietary hybrid of machine learning, NLP
Quickly understand what is being said and why
Industry-specific lexicons, continuously optimized by Linguistics Ph.D.’s
Accurately discerns inferences, nuance, inflection, sarcasm, and contradiction
Open standards API
Complete Analysis
Analyzes the complete interaction, for all CX situations, not just common ones
Accessible on any device
Information Transparency
Drill-down from Insight to triggering comments with significant elements highlighted
Features and Benefits
Top 6 Benefits of Enghouse AI Insights
Analyze statements
Quickly Analyze More Customer Interactions
Automate feedback analysis. Understand customer perceptions using both explicit and implicit statements.
Listen to customers
Listen to the Complete Customer Journey
Integrate AI Insights with all conversational platforms and feedback programs. Extract actionable insights from digital media with greater than 95% analysis accuracy
Identify trends
Identify and Validate Trends
Examine current realities and identify emerging areas of concern or opportunities to proactively meet changing customer expectations
Artificial intelligence
Collaborate Across the Organization
Drive operational improvements and develop data-driven CX strategies. Share action plans across teams and departments.
Optimize Service Levels Instantaneously
Quickly validate the benefits or impacts of operational changes
Accelerate New Product Development
Identify usage trends and product benefits most appreciated or superfluous
Contact center female employee
Deployment Options

Enghouse Interactive solutions offer multiple deployment options – choose the one that’s right for you!

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