Notes on conversation intelligence — 2018

8 posts

19 November 2018/Terje Ennomäe

Why analyse your customer service chats?

Chat and chatbots handle more of your service every year. See how analysing them raises quality and keeps answers accurate.

30 October 2018/Terje Ennomäe

Text analysis to improve customer experience

Numeric scores miss the story. See how text analysis of feedback and conversations reveals what customers really think.

21 October 2018/Terje Ennomäe

Service personalisation: a quality experience

Personalised service makes customers feel heard and keeps them loyal. See how conversation analytics makes it possible at scale.

17 October 2018/Terje Ennomäe

Automated CRM notes: make every call visible

Automated CRM notes turn recorded calls into consistent, searchable records — cutting after-call admin and giving you visibility of every conversation.

1 October 2018/Terje Ennomäe

Fast, personal service: what customers value most

When price is equal, speed and personalisation win. See how analysing conversations helps you deliver both — and what really drives experience.

19 September 2018/Terje Ennomäe

How text analysis of emails improves service

Automatic categorisation and routing of email cuts wasted time, speeds up sales replies and gets messages to the right team the first time.

31 July 2018/Terje Ennomäe

5 ways to use AI for chatbot analytics

Chatbots collect huge amounts of data. Here are five ways AI-driven chatbot analytics improve their accuracy, tone and value to customers.

16 April 2018/Terje Ennomäe

Speed is a crucial part of customer experience

Fast, well-judged responses win business. See how prioritising by content — not just customer status — speeds up service where it counts.