5 Advantages of Using Interaction Analytics
Artificial Intelligence (AI) is no longer a new jargon in the banking industry. However, what is new is that AI is moving beyond back-end processes to front-end interactions. According to Accenture’s ‘Banking Technology Vision 2017’ study, the banking industry will revolutionize the way it gathers information and interacts with customers. Banks will move towards simpler user interfaces that will help create a more personalized customer experience. According to the report within the next three years, banks will deploy AI as their primary source for interacting with their customers.
The word ‘analytics’ in the contact center domain has expanded from being related only to speech to now include a variety of interactions, such as text, social media, chat, IVR, desktop etc. Interaction Analytics is the analysis of all the interactions that occur between the customer and the contact center. This interaction can take place through any channel such as telephone, email, web chat, or even through the social media. These conversations are raw and unstructured which makes analysis much more difficult. Interaction Analytics collects the unstructured data and converts them into structured data that can be searched and analyzed. Besides reducing call times and raise agent productivity, Interaction Analytics help to optimize the customer journey across all contact channels and touchpoints and provide a targeted customer experience.
Here are five advantages of using Interaction Analytics
1. Offers detailed profiling of customers to communicate the right message at the right time
2. Increases agent productivity by reducing the average call handling time
3. Provides 360-degree view of contact center operations so that supervisors can take instant actions
4. Allows real-time monitoring of customer interactions to mitigate compliance risks
5. Delivers contextualized customer experience by gauging customer sentiments