Common Use Cases of Autonomy Explore
Brand Reputation Management enables organizations to leverage the computer to identify trends early and quickly respond to customer concerns and public sentiment. By leveraging a thorough collection of both indirect and direct interactions, organizations understand, in real time, the issues and voices that are shaping their reputation. Although it may be cost effective to move customer interactions from the contact center to the website, there are situations (high risk of churn, high value customer, targeted for cross-sell, etc) where shepherding certain customer away from the website to live interactions via the contact center are in the best interest of both the customer and the brand. Unlike traditional key word or phonetic search technologies, Autonomy Explore accounts for the variability in speech such as language, dialect, accent, or emotion by using technology to form a contextual hypothesis of what is being said and extract optimal value from all customer interactions. Fraud and Risk Mitigation Customers naturally exchange sensitive data such as names, addresses, birthdates, passwords and credit card numbers with organizations. To avoid irreparable harm and damage to business and reputation, Autonomy’s multichannel customer interaction analytics identifies instances of fraud by using patterns of activity to alert organizations to situations where fraud or risk is growing and protect the organization against the potential harm. Driving a consistently positive customer experience, across a brand’s websites, stores and contact centers, remains the most daunting challenge for brand managers. Interaction-capturing technologies are optimized by channel and at best help brands develop only a picture of how an individual or segment leverages that one particular channel. As the proliferation of both customer touch points and channels continues, a channel-centric view of a customer continues to grow less and less complete. Only a multi-channel Customer Experience Analytics technology can measure, understand and respond to the true experience for a specific customer. With over 150 million blogs and 10 million new tweets every day, social media’s growth is unprecedented. In an attempt to gain insight from all of these interactions, some organizations have unsuccessfully tried using employees to manually read, respond to and report on trends within social media interactions. Social Media Monitoring leverages the processing power and unbiased intelligence of computers to form a conceptual understanding of the rivers of user generated content on the social web. Social media monitoring helps to identify patterns that indicate customer sentiment, brand perception, product issues, competitive threats, and more. Voice of the Customer (VoC) traditionally refers to a technology project intended to leverage customer opinion gathered through direct channels for product and offering enhancement. In other words, an answer to the question “What do our customers want?”, with the intent of building it for them. Traditional VoC projects have rarely reached beyond the contact center for customer insight, but at best, include customer feedback via the website and stores. Today, technology allows for thorough understanding of not only what your customers are expressing to your contact center agents, on your website and in your stores but also what your prospects are saying about you and your competitors through thousands of different social web vehicles. Only when you tie all available feedback together do you truly have an understanding of the voice of your customer. A commonly overlooked form of unstructured customer insight is found in the very common post-call IVR, email or web survey. Most businesses employ this feedback tactic and most surveys ask for both structured (Strongly agree, Agree, etc.) and unstructured (Comments). All forms of customer feedback are important and once you’ve asked a customer for their opinion you can’t choose to ignore any of it. With this in mind, leveraging all of this data for a complete picture of the customer interaction and customer relationship is imperative.
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Autonomy Group Customers
