Our patent-pending Insight solution uses AI to monitor customer and service provider communications, identify service risks and help teams protect 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 while improving NPS, retention, and operational performance.
Allows you to protect your customer’s Personally Identifiable Information (PII) and minimize what is shared with third parties.
Insight
Today, companies have minimal visibility and the greatest risk of preventable escalations. 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 gives these teams real-time visibility into customer and service provider communications during the entire duration of the job. Insight helps identify service risks earlier, supports proactive intervention, and protects the customer experience.
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.
Because Insight works without requiring an App, Service Providers are not required to change how they work and interact with your customers.
No change to Service Provider’s processes
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.
“Businesses using real-time insights report a 20% improvement in customer satisfaction.”
PWC