Warwick Analytics AI Text Analytics for Contact Centers
Contact centers have increasing volume particularly from non-voice channels such as chat, email and social media.
Warwick Analytics has a library of AI-powered classification models. It automatically and accurately tags all the feedback in near-real time using ‘concepts’, not keywords, to drive process automation, and early warning insight. Non-voice queries trigger certain actions either to the handling agent to speed them up, or some repetitive actions automated back to the customer. Where relevant, queries are prioritised and flagged to specialist agents. Automated tagging really helps to improve the efficiency of the contact center as well as the satisfaction of the customers.
It can also spot ‘early warnings’ of trends and issues so that pre-emptive action can be taken to deflect tickets.