The quality and timeliness of a response to customer complaint can reduce the chances of litigation and its associated losses of time, money, and reputational damage. Often, the warning signs of litigation risk are present in customer interactions, such as email, phone calls, and social media posts. The challenge is finding them in disparate data systems and too expansive for humans to analyze.
Customer Insights uses patented AI to analyze all forms of communications data, at vast scale, and turn it into discoverable, understandable, and actionable insights. Used to enrich customer profiles and ring the alarm on emerging problems, our solution helps enterprises find and understand litigation risk, and act to rapidly to mitigate it.
Identify emerging risks
Human communication is highly variable. Customer Insights uses machine learning and natural language understanding to find nuanced complaints language.
Accumulate customer-centric insights
Customer Insights adds risk insights to enrich individual customer profiles. By building a picture of a customer’s experiences, organizations can see both details and trends.
Focus action on the highest priorities
Precision analytics and accumulated knowledge help to surface the greatest risks, informing management strategies and optimizing the targeting of preventative action.
Enhance CRM system knowledge
AI-enabled risk insights from customer communications add knowledge to CRM systems, drive CX improvements, and reduce churn.