In any office, coffee time is not seen as just a break, but more as a ritual. In Sweden they call it fika. For fika, you take time and slow down, share ideas, and build a sense of community. What if we could pair this with the important task of decision making?
In the enterprise world, where expectations rise daily and complexity is norm, middle managers are stuck spinning a dozen plates at once. Whether in customer service or product management, they are tasked with making decisions that have direct impact on costs, revenue, and quality. The sad truth is that a lot of these decisions are still being made without data or worse – based on outdated or limited information.
Enter Feelingstream – a platform built to go beyond words and bring clarity and confidence to decision-makers with the help of AI. The goal is to not add more tasks for the already busy management, but to simplify what matters.
Let’s dive deeper into what challenges hold organisations back, how they can embrace AI-driven change, and how conversation analysis can be the silent secret weapon to bring forth smarter, faster, and more impactful decisions.
The problem: Disconnect between insight and action
One paradox we often see in large enterprises is that on one hand, calls, chats, emails, and feedback create a vast amount of customer and conversational data, while on the other hand, managers are still relying on manual notes, human-made reports, and gut feeling to make decisions.
At Feelingstream we aim to eliminate this disconnect. Our platform automatically transcribes and classifies customer conversations. Think of it this way – raw data becomes insights. These insights can then be searched and filtered as needed. When managers have access to these insights, they can quickly pick up on customer churn signals and find improvement opportunities in services and processes.
Sounds good, doesn’t it? The catch here is that any changes made happen outside of our platform. Managers can change processes, update product strategies, and initiate new coaching sessions based on what they saw in the Feelingstream platform, but the attribution is lost. The value generated within Feelingstream becomes invisible.
That is one reason why we created a video that brings this problem to life, and we will explore the message closer in this blog.
The contrast: With or without AI
Think of a modern Scandinavian office. There are comfortable sitting areas, a snack station, and a foosball table somewhere in the background. A group of managers sit on a sofa with their laptops open. They look tense and stressed. The stress may be due to KPIs hanging over their heads. Or it could be that they have to make an important decision, and there’s not a lot of time to make it. Although they are stressed, they can’t afford to make rash decisions.
On the other side of the picture is a single manager sitting calmly and drinking coffee. She has already made the decisions she had to make today. How? She used an AI-powered tool that provided her with the needed insights without the stress. This kind of contrast is what we have at the core of our video, and it reflects a broader truth in corporate life:
There are those who manage with guesswork, and those who manage with data.
Which team are you on?
The change: It all starts with a conversation
What comes to mind when we talk about change management? Is it a large transformation project, a digitalisation initiative, or restructuring of plans? The truth is that real change happens in the small decisions that middle managers make daily. The effectiveness of their decisions depends on how relevant and up to date the information they have is.
In Customer Management:
- Quality management: AI gives Quality Scores to each call. This means you get a complete view of the service quality instead of just a random sample.
- Coaching and training: AI helps you find recurring issues in conversations. This means you can focus on targeted improvement and use real examples in your training sessions.
- Customer experience: Use Feelingstream’s platform to track resolution rates per product, team, or agent. This helps you see what needs to be done to raise the First Call Resolution (FCR) rate.
In Product and Service:
- Cost saving: Automatic summaries from calls sent to your CRM system reduce after-call work and frees up time.
- Digitalisation: Conversational data shows you where customers struggle with self-service channels. This helps you to prioritise digital improvements based on data.
- AI management: Insights from real interactions help aim future AI solutions.
Why change is so hard
It is not because of technology that change often fails, it is because of adoption. Even with a powerful tool like the Feelingstream conversational analysis platform, it requires effort to get managers to consistently use the conversational data and apply the insights. The hidden visibility of the tool’s impact plays a big role in this. That is why storytelling is so important.
The times of AI vs no-AI have passed, now it is about who can make AI work best for them. Our video is not just for show, it’s a reminder that there is a better way to work. It was designed to be shown on internal screens as a conversation starter. And with the Feelingstream logo front and centre, we are saying that this transformation owes its success to the tool.
Beyond data in customer service
The Feelingstream company slogan is “Beyond words in customer service”. For the purpose of this video, our slogan is “Beyond data in customer service” to reflect our broader mission. We are not just about the keywords, numbers, and dashboards – we are about impact.
Feelingstream helps enterprises in banking, telecom, insurance, utilities, and travel turn interactions with customers into competitive advantage.
We help product managers by giving them clarity to invest in the right features. For call centre leaders we give the power to improve quality while keeping the costs in check. We give sales teams the insight into which calls lead to closed deals.
And we do all this in a secure, scalable, and intuitive platform that fits into your workflow, as opposed to forcing you to bend your workflow.
Empower managers before it’s too late!
You need to use data before it expires, while it’s fresh out of the oven, so to speak. That means giving your managers real-time access to insights so decisions can be made when they matter. Not later, not when the postal pigeon lands, not when someone somewhere has compiled statistics into a report, but now.
With Feelingstream, managers don’t need to become data scientists. They just need to see what matters and then act on the information.
The actions they take – whether it is improving call scripts, changing product flow, or launching a new service – may happen outside the platform. But the spark that started it? That comes from Feelingstream.
It’s time we shine a light on that spark!
Ready to lead the change?
Your next move should be an informed one. This is true whether you are a decision maker in customer experience, sales, operations, or product. Don’t let valuable insights slip away and use tools that make data visible, impactful, and actionable.
