Call Forecasting

Staff better and increase customer satisfaction!

Chatbots

Save costs and provide your customers instant support on their own terms!

E-mail Routing

Instantly deliver written communications to the right agent, saving costs and time!

Process Mining and Robotic Process Automation   

Optimise your processes to find bottlenecks and improve customer journey, automate processes!

Go data-driven!

Our team of Data Scientist have extensive experience in customer support.

Fraud Detection

    Avoid fraudulent claims, focusing your effort on your real customers!

Urgency and Priority Rating

Prioritise on the fly and reduce complexity for your agents!

Case Auto-complete and Entity Recognition

Automatically enrich and complete cases saving time and maintaining data quality!

Social Media Monitoring and Mining

Gain insights on how your customers perceive you, enriching your data!

Call Forecasting


Getting an insight into how many calls will arrive to your customer service representatives will help you reduce costs and optimise your staffing of customer service. Our Data Scientists can effectively forecast the amount of contacts you will most likely receive using your historical data, events, product release schedule and seasonality. Knowing the expected volume can prepare you and your customers for expected handling times, enabling you to manage expectations and make strategic decisions in customer support!

Chatbots


Using chatbots can take the pressure away from your agents and provide a quick way for your customers to get in contact on their own terms with your company. The bots enable you to capture all the information concerning the customer and makes sure that nothing is lost in translation from speech to text. Our experts build state of the art chatbots with natural language processing capabilities that facilitate top data quality and an entry point for routing to the right department and agent!

E-mail Routing


Your customer service can receive a lot of E-mails that take time and effort to sort through and route to the representative and department with the right skills. Our Data Scientists deploy classification pipelines based on your e-mail handling history that can automatically detect the topic and the right agent to deal with the concern. Through a simple API, all incoming E-mails and written communication can be labelled with the desired complexity, and immediately assigned to the correct person!

Knowledge Management

The job of a Knowledge Management system is to deliver the right information for the right situation to the right person at the right time. A proper Knowledge Management system enables you to have the relevant contact pro-actively delivered to your agents, reducing handling time and ensuring satisfactory answers and solutions to your customers. Our specialists turn your knowledge base into a machine-readable dataset that can be deployed in the shape and form your business requires for maximized effect!

Urgency and Priority Rating

Prioritising on the fly is a time-consuming task for agents and managers alike, taking up both time and personnel, and miss prioritisation can lead to unsatisfied customers. Our experts can design the right prioritisation and urgency rating methods based on your data to maximise customer satisfaction and minimise the effort invested. Do you already know how to prioritise your tasks? Let one of our Data Scientist deploy your vision as an automated solution!

Tone of Voice, Emotion and Sentiment Analysis

Knowing not only what but how customers are relaying their concerns enables your organization to treat each customer as an individual and increase customer satisfaction! Both in text and voice, our Data Scientist have the expertise to identify the sentiment and emotion the customer is experiencing, providing descriptive characteristics to your agents and analysts about each case. This enables you to gather insights into how your customer support is performing and what strategic decisions and solutions work the best.

Process Mining and Robotic Process Automation

Customer service processes are extensive, covering a lot of scenarios by design. Whether you are interested how the designed processes are adhered to or want to see what the customer journey is like in your systems, one of our Data Scientist can mine your data to design and visualise process flow maps and dashboards. Get rid of obsolete processes, find bottlenecks and let real data guide the journey of your customers! Our Data Scientists can also help you automate processes to reduce the workload of your agents. 

Case auto-complete and Entity Recognition

Data is key to providing great customer service, but gathering that data takes up the valuable time of your agents. Our experts can create links in your datasets and CRM systems making sure that case files are as compete as possible for both returning and new customers with minimum effort from your agents. Impress your customers, increase your data quality and enable data-driven customer service with one solution!

Fraud Detection

Fraudulent claims, hoaxes and heckling can eat up resources and personnel that could be spent addressing valid customer concerns. Our Data Scientist investigate the patterns and customer behaviour to send a warning to your agents and managers if fraudulent behaviour is detected so that they can confirm and deal with the situation appropriately!

Social Media Monitoring and Mining

Social media plays a big part in how customers perceive a brand or company and what their opinions and concerns are. Our experts can mine public social media channels and explore sentiment, trending topics and opinion to provide a descriptive view on their perception about your product and brand! This helps you gather data and inform your strategic decisions.

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