Two technological approaches have been developed by iKanbi.
As part of the constant search for continuous improvement of the customer experience, Semantic Voice Analysis is an ideal tool. The transcription of conversations, along with a semantic analysis of verbatim customer records, makes it possible to identify the processes to be streamlined and improve the CES (Customer Effort Score) indicator
The use of this technology, in addition to the customer experience, creates opportunities to reduce costs by identifying the causes of repetitive interactions. This technology makes it possible to automatically assess advisers’ knowledge and attitudes, based on predefined criteria. This tool is therefore useful both for the beneficiary and the service provider.