Sold by: AccentureÂ
CALM is a data-led Machine Learning approach to identify real, root-cause reasons why your customers are engaging with you and the exact steps your agents have taken to address these calls
Overview
CALM is able to encode all transcripts and use machine learning to understand context – from there it synthesises all paths taken by your agents to answer a call
From these conversation maps we are able to identify the most effective “happy path”, note points that need improvement and better agent training, and find areas for upsell, cross-sell and enhanced customer care
We are also able to utilise these conversation flows to inform conversation design for Virtual Agents . To dramatically speed up this design we are able to upload conversation flows in formats compatible with all leading NLUs including Accenture’s Conversational AI Platform, also available on AWS Marketplace.
Highlights
- Rapidly and automatically analyze large volumes of customer care call transcripts interactions (250k+ at a time) by applying highly innovative data-led machine algorithms.
- Unbiasedly understand the Intents behind consumer touchpoints, their sub-intents, hierarchies and impact on KPIs within the business.
- Understand customer=agent conversation flow and intent resolution through the automated creation of conversation flow maps.
Details
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Pricing
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