Award-winning services #2 | Meet aiden.analytics

Introduction

In this series of blog posts, we're thrilled to announce that our AI-based customer service solutions have won the prestigious Stevie Awards in the United States. We kick-started this journey by introducing aiden.agent and are now delving deeper into the extraordinary aiden.analytics. These innovative tools signify the culmination of extensive research, innovation, and a steadfast commitment to reshaping the customer service domain. Join us as we delve into how aiden.analytics empowers organizations to mitigate risks, optimize efficiencies, and elevate customer experiences to unprecedented levels.

We initiated the development of the system based on industry average, that only 1-3% of customer service transactions reviewed by the quality team. With aiden.analytics, we ensure that 100% of all voice and text-based customer service communications are scanned automatically by our system. Building upon the capabilities of our previously published aiden.agent for voice and text communication, our system aids in facilitating the operations of customer service while ensuring quality through aiden.analytics. Thus, offering comprehensive operational support.

Fundamentals of the system

aiden.analytics is engineered to analyze 100% of your company's communication, providing real-time mood analysis for embedded Net Promoter Score (NPS) measures. By ensuring transparency and proactive complaint management based on pre-defined rulesets, this system mitigates legal and quality risks while enhancing overall customer experience. With aiden.analytics, organizations can significantly reduce complaints, optimize costs, and ultimately boost revenue.

Reducing human errors and enhancing quality

One of the primary advantages of aiden.analytics is its ability to minimize the risk of human errors by ensuring compliance with legal requirements and brand standards in every interaction. Through focused and detailed quality analysis, the tool enables organizations to pinpoint and address major issues, thereby elevating the overall quality of service. By optimizing resource allocation and prioritizing valuable tasks, aiden.analytics empowers teams to deliver exceptional customer experiences consistently.

Maximizing revenue and ROI

aiden.analytics maximizes revenue by promoting high quality standards on the frontline, resulting in satisfied customers who are more likely to support the brand and contribute to growth. In companies where the customer satisfaction is the priority, the value of the basket is much higher and the churn lower than the average.

Enhanced Customer Experience with Sentiment Analytics

aiden.analytics has a market leading offer, the mood analysis feature, which enables organisations to proactively identify customer concerns to reduce churn risks. By providing instant feedback on customer sentiment, the system facilitates preventive complaint handling and seamless satisfaction measurement. This proactive approach not only enhances customer loyalty, but also enables organisations to prevent potential problems before they escalate.

Key Features at a Glance

• Comprehensive transcripts of all conversations for improved management insights.
• Automated mood analysis to gauge customer happiness levels and identify potential issues.
• Instant escalation of conversations to the QA team in case negative sentiment is detected.

In conclusion, aiden.analytics represents a paradigm shift in quality management. By leveraging advanced AI technologies, organizations can minimize risks, maximize efficiencies, and elevate customer experiences to unprecedented levels.

Stay tuned for more insights into our AI innovations as we continue to redefine the future of customer service excellence.