Financial institutions are being challenged to accelerate their customer-centric strategies. In addition to identifying hidden trends and opportunities that can drive revenue, uncovering early signs of dissatisfaction is becoming critical as regulators rule that customer abuses will be met with large fines and even caps on growth.
Banks already own the answers to these challenges. There is no better source of insight than the communication that takes place with customers and about customers.
- Understand why valuable customers are lost and act to reduce churn
- Discover the conversations that lead to cross-sell and upsell opportunities
- Understand product interest and optimize sales interactions
- Proactively manage the factors that improve broker rankings
- Act on GDPR and CFPB regulatory risks by identifying customer complaints
- Understand what high performing relationship managers do differently
The Customer Insights Platform uses patented AI Solutions to turn all forms of communications data into discoverable, understandable, and actionable insights. Proven at the scale of global enterprises, it integrates with established systems and existing processes, finding risks and opportunities hidden within millions of emails, chat messages, social media posts, and phone calls.
- The leading and most proven technology for analyzing human communication at scale
- Turn the voice of the customer into an actionable asset, informing CRM, CX, and management dashboards
- Human-centric insights build deep understanding of risks and opportunities with customers and among employees
A top 10 US bank used Customer Insights to identify and categorize 86,000 customer complaints contained within 10m+ emails, chat messages, and case management reports. The insights are helping agents to improve service delivery and the bank’s management to identify problem hotspots and reduce customer churn.
A top 5 Canadian bank used Customer Insights to identify trade inquiries and product mentions hidden within 250,000 Bloomberg chat logs. Combined analysis with CRM and trade execution data enabled automated population of Sales Book records and categorization of prior day inquiries by desk, asset class, and client.
Information about key life events – births, marriage, career moves, relocations, deaths, etc. – is highly valuable to wealth managers and private bankers. It creates opportunities to expand relationships, enhance experience, and generate revenue. Customers often communicate live events, but they can be easily missed.
Customer Insights uses patented AI to sift through huge volumes of communications data, extract and categorize life events with unparalleled precision, and resolve them to individual customer profiles. It turns the voice of the customer into actionable insights that assist relationship managers and give providers a competitive edge.
Adapts to real language usage
People express thoughts and ideas with almost infinite variety. Customer Insights analyses language with human-like skill, reliably coping with nuance, context, and personal style.
Compare behaviors and intentions
Integrated analytics of structured data, such as product use and transactions, is analyzed alongside communications to build deep insights based on behaviors and intentions.
Meaningful customer interactions
Knowledge of a life event can prompt customer contact and inform product recommendations. Every message and call becomes more relevant and valuable.
Explore hidden trends
Insights across customers inform management dashboards that reveal behaviors, preferences, and intentions across customer groups, geographies, and other categories.
Understanding what caused the loss of a customer can be difficult. Building an accurate picture in time to do anything about it is even harder. Customers highlight problems in the myriad interactions that take place with an organization, but the challenge is extracting them from disparate data systems and resolving them into a single view.
Customer Insights detects the warning signs of dissatisfaction through AI-enabled analysis of human behavior, intentions, and emotions. Accumulated into profiles of individuals or corporate clients, it makes the voice of the customer discoverable and understandable, allowing informed action to be taken to prevent churn.
Turn communication into insights
Customer opinion is captured in emails, phone calls, social media and more. Customer Insights uses patented AI to find the insights that matter.
Really get to know your customers
The customer knowledge recorded into CRM systems is often too thin to be meaningful. Customer Insights enriches profiles, revealing hidden trends and essential details.
Get ahead of complaints
Precision analytics and accumulated knowledge help to surface at-risk customers, allowing action to be taken to mitigate problems and avoid loss.
Outperform competitors
Deep insights inform customer-centric management strategies that help to build loyalty, unlock opportunities to increase revenue, and enhance competitiveness.
Sales figures don’t tell the full story. Why did a product sell below expectations? What were the hidden factors that drove exceptional results? What are customers asking for that we don’t offer? Customer communications data contains many of the answers. The challenge is finding them in disparate systems and too expansive for humans to analyze.
Customer Insights uses patented AI to sift through huge volumes of communications data, turning the voice of the customer into actionable insights that enrich sales reviews, product development, and management strategies. Opportunities are revealed, successes and failures are more easily comprehended, and business planning is better informed.
Unparalleled customer insight
Customer Insights turns customers words into deep insights, reducing rote work by automatically updating CRM, BI and MI systems that make insights actionable.
Analyze every channel
Customers engage through multiple channels: call centers, social media, web portals, and more. Customer Insights analyzes text and audio data with unparalleled precision.
Compare behaviors with intentions
It usually takes time to understand the ‘why’ behind customer behaviors, but Customer Insights uses proven AI to deliver rapid insights that explain rather than just measure.
Turn risk into opportunity
Product gaps or service weaknesses are opportunities to hone an offering and restore satisfaction. Customer Insights ensures risks are revealed so opportunities aren’t missed.
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.