Intelligence from Customer Interactions

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Presente
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 Intelligence from Customer Interactions

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 Intelligence from Customer Interactions

Agenda

❑ The Forrester New Wave™: AI-Fueled Speech Analytics

Solutions, Q2 2018
❑ Benefits of AI and speech analytics
❑ AI “must haves” and “should haves”
❑ Elements of AI-Fueled speech analytics
❑ Getting actionable insights from data
❑ How real-time analytics is changing the CX landscape
❑ Q&A

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 How AI-Fueled Speech Analytics is
Rocking the World of Customer
Experience
Ian Jacobs, Principal Analyst

December 12, 2018

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 We evaluated this new market…

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 Speech analytics is a top AI priority for
enterprises
Which of the following building blocks are/will you be using for AI?
Virtual agents 28%
Machine learning platforms 26%
Decision management 25%
Speech recognition 25%
Speech analytics 24%
Image and video analysis 23%
Deep learning platforms 23%
Facial recognition 23%
Robotic Process Automation 21%
Intelligent recommendations 21%
AI-optimized hardware 21%

Top 11 AI building blocks shown. Base: 577 North American data and analytics decision-makers
Source: Forrester Data Global Business Technographics® Data And Analytics Survey 2017
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 Speech Is An
Untapped
Gold Mine

Source: James St. John

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 Think of what you can tell from speech

What customers want Intent extraction

How customers feel Sentiment, tone & emotion

Demographics &
Who customers are personality

With AI, we can extract and take action on these insights at scale

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 At the same time, we are getting to “enterprise-ready”
• With the addition of AI, modern
speech analytics can help
enterprises:
• Derive deeper insights to improve
customer experience.
• Alert managers of impending issues
and opportunities to improve
operations.
• Provide decision support to drive
revenue growth.
• Change the course of interactions by
offering employees real-time
guidance.

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 Benefits of AI + speech analytics
• First, recognize that AI-washing
is prevalent, so dig in deep to AI
claims
• Look for real machine learning
• Dramatically improves accuracy of
understanding and transcription
• Rapid creation of new language models
• Extract intent, topics, entities, and
relationships from spoken text with far less
human effort
• Measure the tone, sentiment, and emotion
of speakers with far greater accuracy, often
in real time

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DYKWIA???

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 With AI, machines can know who we are

Demographics PCM OCEAN

› Age › Organizer › Original › Agreeableness
› Gender › Connector › Doer › Conscientiousness
› Education › Advisor › Dreamer › Extraversion
› Emotional range
Political Leaning Myers Briggs › Openness

› Conservative › Extrovert –Introvert Values, Needs

› Liberal › Sensor – Intuitive › Helping others
› Libertarian › Thinker – Feeler › Self enhancement
› Green › Judger - Perceiver › Love, curiosity …
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 Besides AI,
what do we
need to
look for?

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 The basics

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 Your “must haves”
1. Accuracy – without it, the whole exercise is pointless
2. Language and dialect models – without the right languages, the
whole exercise is pointless
3. Ability to tune the models for continuous improvement
4. NLP – identify entities; create meaningful categories; identify
relationships between utterances, entities, and concepts
5. Ability to use analytics for coaching and quality improvements –
increasingly through auto-categorization and auto-scoring
6. Ease of use in tooling – business users need to drive these tools
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 Look forward
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 Your “should haves” – you’ll be doing these soon!
1. “Real” real-time analytics – influence the call during the call –
compliance, real-time coaching, sales success, or other enterprise
workflows
2. Actionable business insights – customer service is great, but
speech analytics will help you with marketing optimization, sales
effectiveness, product improvements, competitive intelligence and
differentiation, etc.
3. Predictive analytics – from interaction health scores to predicted
employee churn

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 Ian Jacobs
ijacobs@forrester.com’
@iangjacobs

Thank you.
FORRESTER.COM’

© 2018 FORRESTER. REPRODUCTION PROHIBITED.

Intelligence from Customer Interactions

Presente
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Presente
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 Intelligence from Customer Interactions

Elements of AI-Fueled Speech Analytics

CallMiner Training Data CallMiner Eureka Platform

CallMiner or Partner or
(Generated from Billions of Executes Model for results
Customer created Models
Category matches) In Real Time or Batch

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 Intelligence from Customer Interactions

Speech Analytics BIG Data Advantage

+
User Generated
Anonymized Categories

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 Intelligence from Customer Interactions

TopicMiner – Machine Learned Insight

Machine Learning
Clustering

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 Intelligence from Customer Interactions

Machine-Learned Action from Insight

Challenge: What are our tens of thousands of weekly callers saying about
our products and where are the hotspots?

Solution: TopicMiner identifies priorities with Machine-Learned focus

• Testing proves agents not always able to pinpoint issues
Results: Reduced costs for unnecessary product replacement + increased
customer satisfaction:
• Coached agents to not replace and train customers
• Changed design
• Changed testing standards
• Significant cost savings

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 Intelligence from Customer Interactions

The Power of Real-time Analytics

 Features
‒ Real-time audio/metadata ingestion
‒ Real-time transcription
‒ Real-time PCI audio/transcript
redaction
‒ Real-time rules processing &
alerting API (contextual memory)

 Benefits
‒ Integration into existing agent
desktops
‒ Customized action such as Alert Generation
messaging Weighted rules-based pattern
recognition & alerting

‒ Feeds real-time transcripts & alert

data to Coach 25
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 Intelligence from Customer Interactions

Cabot Financial Wins With Emotion & Real-Time

Challenge: Recognizing vulnerable customers in real-time to ensure every

customer call delivers a positive outcome.
Solution: CallMiner Eureka Real-time Analytics.
Team lead alerts with vulnerable “triggers”.
Results: 60% decrease in calls that have failed due to the agent missing a
vulnerable customer trigger. Treating agents fairly and helping them
improve by providing the insight and coaching they need to enhance their
performance.

“CallMiner’s platform is invaluable in improving people’s lives, particularly when

they are at their most vulnerable. It also provides crucial support to our agents
handling these sensitive issues.”
-Emma Bantges, Customer Operations Enhancement Manager, Cabot Financial

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 Intelligence from Customer Interactions

Multichannel Actionable Insights

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 Intelligence from Customer Interactions

CX Actionable Insight
Challenge: Survey NPS Scores do not always reflect agent performance

Solution: CallMiner consolidated multichannel analytics

Survey results are correlated with interaction scoring, transcription and
audio to identify outliers
Results: Increased ability to focus on CX Insight that drives action along with
agent quality enhancements:
• 3% increase in NPS scores
• 1% increase in likelihood to recommend

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Intelligence from Customer Interactions

Proprietary & Confidential, CallMiner Inc.

 Intelligence from Customer Interactions

Visit the CallMiner Download the Forrester New

Learning Center! Wave Report on AI Fueled
Dozens of webinars, guides, videos, case
studies, and blogs on all contact center and Speech Analytics
customer experience best practices.

learn.callminer.com callminer.com/new-wave/
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 Intelligence from Customer Interactions

Thank you for

joining us!
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