Our patent-pending Insight solution uses AI to monitor customer and Service Provider calls and texts to identify service risks, drive NPS, improve retention, and reduce costs.
Key Differentiators:
Gain real-time visibility into customer and Service Provider interactions before issues become complaints, problems, or negative reviews.
AI analyzes voice and text communications within existing customer and provider workflows, requiring no app downloads or process changes. It automatically detects sentiment, reschedules, and service risks, enabling proactive intervention.
Allows you to protect your customer’s Personally Identifiable Information (PII) and minimize what is shared with third parties.
Insight
In many service programs, communication between the customer and the Service Provider is one of the least visible, yet most valuable, parts of the service lifecycle. Insight is designed for warranty teams that would like to monitor the customer’s experience through the entire life cycle of the job.
Service Xcelerator Insight’s AI monitoring provides visibility into the customer experience. AI escalates issues identified in calls and texts between the Service Provider and your customer before they become problems and helps identify service risks earlier, supports proactive intervention, and improves the customer experience.
INSIGHT
Communication Disputes
Far too often, when a service event goes wrong it is hard to tell what the actual cause was. The service provider could say one thing and the customer something completely different. Because Insight records all communications, you can get to the root of the problem and thus better understand how to move forward.
No change to Service Provider’s processes
Because Insight works without requiring an App, Service Providers are not required to change how they work and interact with your customers.
Protecting your Customer’s PII
Instead of sharing the customers Personally Identified Information with third-parties, Insight provides a number from a pool of internally managed numbers, thus keeping customer phone numbers private.
“Businesses using real-time insights report a 20% improvement in customer satisfaction.”
PWC