Customer experiences are complex, and while you have a mountain of data that can help you understand them, chances are you’re only using a fraction of it. About 80% of an organization’s data is unstructured, meaning that much of that intelligence is locked away in text.
You need an AI tool that puts human expertise in the loop, to unlock insights and actions hidden in that mountain of data. No data science skills required.
See how Pienso helped Sky deliver ROI.
The UK’s largest pay-TV broadcaster, Sky, gets over half a million calls from their customers each week. How could they turn this endless stream of conversations into an opportunity?
Sky UK, part of Comcast, is a British broadcaster and telecommunications company that provides television and broadband Internet services, fixed line and mobile telephone services to consumers and businesses in the United Kingdom. It is the UK’s largest pay-TV broadcaster.
Sky’s contact center fields roughly 500,000 calls per week, and their Insights team is charged with improving customer experience, and reducing costs. To do so, Sky uses Pienso to intelligently and automatically analyze all customer interactions, accomplishing the following:
Pienso allows us to use call data in a way we could not before. Listening to a lot of calls not fast nor scalable.
With Pienso, we understand the themes emerging from a high volume of calls, with much less time and effort, and with less subjectivity and more acuity using the Pienso topic-scoring model.
And the topic scoring model gets better as we evolve it. It’s made it easier and faster for us to answer questions.
Customer Insights come in many forms.
Root Cause Analysis
Call types as dispositioned in your CRM system only tell a piece of the story. They are only as accurate as the agent’s input, and they do not account for the unknown issues.
Pienso empowers SMEs to train models infused with their nuanced and ever-evolving understanding of the business.
Evaluating agent performance is too often subjective, and far too often based on a small sample that is not indicative of overall effectiveness.