Discover insights from every customer conversation with PrediCX
Automatically analyse ALL of your customer interactions across ALL channels. Find out which topics, scenarios and agents are impacting your customer service, service desk & call center operations.
20%
CSAT IMPROVEMENT
20%
REDUCTION IN DROPPED BASKETS
5%
REDUCTION IN CALL VOLUMES
25%
REDUCTION IN AHT
Call Centers across the world are using our text analytics software to:
Reduce AHT & MTTR
Reduce AHT by up to 10% within a couple of weeks, with further reductions of up to 35%. Learn which issues and/or agents are causing variable AHT and identify the root causes.
Target Agent Coaching
Automatically and accurately analyze all conversations for detailed topic and agent sentiment, so you know how a particular agent is performing and what coaching they might benefit from.
Get early warnings
Be prepared for specific issues and potential peaks in traffic by analyzing hidden data, only identifiable by AI. We tell you it’s a problem before it even exists.
Classify automatically
Automatically classify every customer interaction and feedback. Our software can identify and classify multiple sentiments and intents within a single piece of customer feedback.
Reduce ACW
Forget spending time capturing information that was already discussed. Our software automatically identifies and enters wrap up codes more accurately.
Process complaints
Handle complaints faster and more efficiently whatever the channel. Our analytics flags and organises any complaints so you can deal with them as they arrive.
How does it work?
Our AI-powered classification models automatically and accurately tags all contact center feedback in near-real time using ‘concepts’, not keywords. This short video explains how it works.