Conversation Intelligence
Glean powerful insights from customer conversations to identify and solve underlying business challenges for customers, employees and operations.
Learn from every conversation to drive meaningful CX transformation
Using generative AI to analyze customer conversations across channels, TTEC Digital's Conversation Intelligence solution extracts deep customer insights your organization can use to address pain points like customer frustration, employee churn, and operational inefficiencies.
Customers
80% of businesses lose customers due to poor customer service — often stemming from a misunderstanding of customer expectations.
Employees
Burnout from high call volume and lackluster agent enablement tactics directly contribute to poor performance and employee churn.
Operations
Lack of visibility to the causes of customer friction creates a guessing game for agents and product teams, leading to inefficient resource allocation.
Powerful results for our clients
15-point increase in NPS
One automotive manufacturer turned its conversation data into a proactive look at the specific service issues affecting dealers. By creating digital deflection strategies aimed at solving these issues quickly, the company saved nearly $7M and strengthened customer satisfaction.
How conversation intelligence works
Data visualization
Create intuitive dashboards that visualize the metadata and empower users to explore topics, trends, and sources of customer friction at a granular level.
Data onboarding
Identify and harmonize all sources of conversation data into a data model that will serve as the foundation for all conversation intelligence insights.
Deploy generative AI to apply algorithms for topic modeling, entity extraction, sentiment analysis, complexity, and emerging topics.
Data activation
Define a plan for measurable improvement across the most critical areas of your business by:
- Identifying operational and product issues
- Integrating product feedback and improvements
- Monitoring agent performance and training
- Enabling business-level decision making
Closed-loop measurement
Optimize performance using an ongoing closed-loop measurement process to assess program efficacy.
Three ways to get started
Depending on your organization’s AI readiness and customer support complexity, you can choose from three types of conversation intelligence programs to help you maximize your investment.
Pilot
Project
SurroundCX™ Managed Services
Why TTEC Digital
With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.
Unlock powerful insights at the point of conversation
Schedule a complimentary 30-minute discovery session to determine how ...