Autonomy etalk - Advanced Analytics

Autonomy etalk's Foundation

Understanding and Utilizing the Hidden 80%

Advanced Analytics

Customer service has been a key use of analytics; but further uses for analytics include up-sell and cross-sell opportunities with the customer. Analytics can tell when a customer is talking about one product and prompt the agent to inform the customer about complimentary accessories or an extended warranty plan for that same product. This turns interaction analysis into a full-fledged revenue generating sales tool. Autonomy etalk's advanced analytic capabilities can be extended even further into the enterprise, enabling the business to enhance customer service across all channels.

With IDOL technology as its foundation, Autonomy etalk provides capabilities that go far beyond keyword search functionality. Autonomy etalk delivers Meaning Based Computing to the enterprise, providing the unique ability to understand the meaning of contact center interactions for deep insight into what impacts customer satisfaction. Meaning Based Computing automatically exposes this customer intelligence accessible to the entire enterprise through conceptual searches, trend identification, and other forms of advanced analysis.

Using IDOL, users can find matches to typed and spoken queries based on the main concepts and ideas that are discussed in a phone call, instant message or email, even if the search term does not exist in the interaction. IDOL's conceptual search functionality automatically clusters interactions that have similar or related meanings, even if the callers used different words for the same request. This advanced analytic capability can deliver a wide range of practical functionality to an organization, from basic searches to holistic, analytical views of customer intelligence and enterprise data. With Autonomy etalk interaction analysis, businesses can take advantage of many of the unique features that provide real value.

Hot and Breaking Topics

Keeping a real-time pulse on customer trends enables organizations to pro-actively address issues or opportunities, creating a competitive and market advantage. Autonomy etalk can automatically analyze all customer interactions, including email, chat, or calls into the contact center, and determine "Hot" or "Breaking" trends within the content. "Hot Topics" are the highest volume of topics discussed in the interactions, and "Breaking Topics" identifies new trends or subjects. These are then dynamically displayed to the user.

Cluster Mapping

Autonomy etalk's cluster mapping automatically identifies inherent themes found within customer interactions, and then groups the similar concepts together in a visual format. By displaying the information in a two dimensional cluster map, organizations are able to quickly ascertain similarities and differences between interactions. Clusters rank search results by conceptual similarity, which is essential to locating interactions that share the same meaning, even when they contain different keywords.

Automatic Query Guidance

One of the biggest challenges in online retail has traditionally been that keyword searches return too many results that require human intervention before they can be successfully grouped into categories. Automatic Query Guidance (AQG) dynamically clusters results into relevant product groups. Users can then select their preferred category and AQG will automatically suggest further topics through the clustering of complementary topics as users refine their navigation. Autonomy's AQG is unique because the guidance suggestions are created automatically and in real-time based on a user's interests. Unlike other approaches, AQG does not rely on intensive and subjective manual tagging. The users are guided to the topics that are most likely to be relevant.

Sales and Marketing Alerts

Increasingly, businesses need to use customer intelligence in a more timely and personalized fashion in order to support customer interactions. Autonomy etalk delivers powerful information to various pan-enterprise solutions. Autonomy etalk Qfiniti CRM delivers advanced customer intelligence straight to sales and customer relationship managers.

For example, each Qfiniti CRM compiles a list of the most talked about topics and delivers it to the assigned sales representative in the company's sales CRM system. We call it the "Top 10 List." This list, which can be grouped via various parameters that include salesperson, region and type of customers, is delivered each Saturday to the salesman CRM system for his review before his Monday morning sales meeting.

The "Top 10 List" gives him vital information on what his customers are talking about. Advanced customer intelligence can alert him to customer insights rarely seen in the sales process. Alerts can also be set in the system so immediate real-time alerts can be sent to the sales representative when a specific event occurs. For instance, an alert gets sent to the salesperson when a negative sentiment threshold is reached in the call center within that particular salesperson's customers or region.

Gap Analysis

Gap analysis is a technique businesses can use to measure the gap between where they are now and where they want to be in all areas of enterprise strategy. For example, when companies engage in discussions about the need for new product features, additions to existing lines, or the competitive performance of their products and services, they can identify the gaps in their offerings using gap analysis.

Autonomy etalk's advanced analytics can be used to automatically analyze and gather information from companyies knowledge bases such as contact center phone calls, emails and chat communications. Qfiniti can automatically categorize and group these interactions and all enterprise data to uncover issues like missing products or features, competitive standing, product sentiment and market positioning.

Trend Analysis

Autonomy etalk can automatically spot trends in the information ingested through all customer interactions. Trend analysis identifies trends both over time and as they occur by grouping together related concepts. This allows sales and marketing to quickly uncover customer opportunities, market shifts, or competitive insights.

Sentiment Analysis

Autonomy etalk's interaction analysis technology intelligently detects emotion and sentiment with customer conversations.

During playback, each speaker is marked in the media player with a different color and, areas that contain cross-talk and heightened emotion during conversation are automatically marked. This combination of speaker separation, cross-talk identification and emotion detection allows organizations to quickly identify and understand specific customer attitudes.

Language Independence

Autonomy etalk's technology uses probabilistic modeling to extract meaning from digital content and forgoes languagedependent parsing or dictionaries to form ideas. Because Autonomy etalk's interaction analysis tool treats words merely as abstract symbols of meaning, it is completely language independent. It does not rely on an intimate knowledge of a language's grammatical structure, but rather derives its understanding through the context of the words' occurrence rather than through rigid definition of grammar. This highly mathematical logic yields high accuracy; and performance is further optimized through proprietary stemming algorithms, "sentence breaking" libraries, stoplists and n-grams.

Although Autonomy etalk's fundamentals are predicated on a language independent model, it is still capable of using linguistic analysis to parse semantics. For instance, the aforementioned Sentiment Analysis functionality can determine the degree to which a sentiment is positive, negative or neutral for the entire conversation. A customer may have a positive opinion of the iPod, but a negative one of the iPhone, all within the same passage. By extracting information from every conversation, IDOL continually learns positive and negative language structures and concepts.

Qfiniti Explore supports over 20 languages, including English, German, French, Italian, Chinese and Japanese and can even be easily configured to auto-detect the language of incoming documents.

Cross-lingual Functionality

Autonomy etalk's technology allows for cross-lingual voice analytics. There is no compromise to the accuracy and concepts extracted, regardless of the language used. The software can also provide translations if necessary. This language agnostic approach offers a significant benefit to any multi-lingual business by enabling colleagues separated not only by distance, but by language as well, to collaborate and share knowledge.