Multichannel Customer Interaction Analytics
With Autonomy Explore, customers no longer have to rely on anecdotal and circumstantial evidence to form an understanding of their customers. Consolidating all customer interactions, whether direct or indirect, structured or unstructured, allows Autonomy’s technology to identify patterns in historical customer behavior that enlightens future action. Using Autonomy Explore, companies can identify patterns in customer behavior while reviewing a prospect’s visit to the website, a customer’s survey response, a grouping of especially successful sales calls, the most emotional support calls or even notes from a storefront representative. Customer interactions hold the actionable insights that organizations need to move their customers’ experience to the next level. All businesses must move away from the independent, distributed approach to customer response and invest in the holistic approach to customer anticipation – anticipation of customer needs, opinions and actions based on a complete understanding of customer interactions through every customer touch point within every channel. Key Features of Autonomy Explore include: Patented pattern-matching technology to form a conceptual and contextual understanding of all content, independent of language or format, thereby enabling a more intuitive search yielding better results. Automatically categorizes concepts in relationship to one another by identifying vital relationships between seemingly separate subjects.
Determines the degree to which a sentiment is positive, negative or neutral for the entire interaction or a segment of the interaction.
Automatic distribution of appropriate reports, throughout the business, delivering relevant information about the customer base to the departments or individuals to take action.
Automatic partitioning of customer interaction data so that similar information, even of varying formats, is clustered together to identify inherent themes and discard irrelevant batches of content.
Appropriate access to sensitive data.
Identifies the patterns that naturally occur in text, voice or video files based on the usage and frequency of terms that correspond to specific topics.
"Hot" clusters automatically detect burning topics across interactions and "breaking" clusters alert users in real-time to new areas of information or individual interest.
Autonomy Explore provides the ability to take snapshots of analytics results to catalog for future comparison or one time reporting. Autonomy IDOL offers more than 400 connectors to content repositories spanning all customer channels including, contact center, web site, store front and word of mouth (or social media), enabling analytics on customer interactions across all touch points including phone, email, IM, chat, survey and website interactions. Common Use Cases of Autonomy Explore
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Autonomy Group Customers
