Aiwo
Customer Contact Intelligence
Description
Aiwo provides Customer Contact Intelligence by employing AI for real-time analysis of customer interactions across various channels, including calls, emails, chat, social media, surveys, and feedback. The platform focuses on identifying and tracking the root causes behind unnecessary customer contacts, which often arise when customer needs are unmet by existing services. By converting this interaction data into actionable insights, Aiwo helps businesses understand operational inefficiencies and pinpoint opportunities for significant cost savings.
The system visualizes the direct costs associated with different customer issues and facilitates the assignment of these issues to the appropriate business units for swift resolution. This data-driven approach enables organizations to make faster, more focused improvements, leading to reduced contact volumes, streamlined operations, and enhanced customer satisfaction. Aiwo offers both holistic views for strategic decision-making and detailed information for operational teams to prioritize development actions based on their impact on the bottom line and customer experience.
Key Features
- Real-time AI Analysis: Conducts AI-powered analysis of incoming customer contacts from all channels.
- Root Cause Identification: Identifies and tracks the root causes of unnecessary customer contacts.
- Cost Visualization: Visualises the direct costs associated with customer issues and contact reasons.
- Issue Ownership Assignment: Assigns customer issues to the correct business units for efficient handling.
- Multichannel Data Integration: Analyzes data from feedback, surveys, emails, calls, chat messages, and social media.
- Holistic & Detailed Insights: Provides views for both high-level decision-makers and operational roles.
- Efficiency Improvement Reporting: Tracks and reports the success of development initiatives with real-time data.
- Case Deflection Insights: Helps boost efficiency with insights for case deflection.
Use Cases
- Reducing unnecessary customer contact volume by addressing root causes.
- Improving customer service efficiency and agent satisfaction.
- Enhancing overall customer experience by eliminating common pain points.
- Driving business development using insights from 100% of customer interactions.
- Improving organizational decision-making with data on contact reasons and costs.
- Streamlining operations through targeted improvements.
- Prioritizing development actions based on bottom-line impact.
- Fostering cross-departmental collaboration using objective customer data.
