i2x: Uplifting Sales and Support Tele-Conversations
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Stefan Walther, CTO
Astandard procedure at a call centre is to record their inbound and outbound conversations for quality and training purposes. However, the reality is far from the truth, as most call centres often struggle to use the accumulated data effectively to train new agents in a cost-effective, timely, and efficient manner. Without the proper education and training, support staff and telemarketers often comprehend customer behaviour inadequately and deliver improper answers to queries, or in some cases, offer wrong products. Such deviant workflows can reduce the overall customer satisfaction score of a call centre and eventually cost the company a lot of money. While still at his old company (Rebate Networks), Michael Brehm—a serial entrepreneur and successful manager—realised these challenges, and upon his exit, decided to focus on a digitisation approach for agent training and quality control. The inspired approach to eliminate the issues led Brehm to start i2x – an innovative, AI-based platform for communication analysis and coaching that provides agents instant feedback and key messages during a call, thereby optimising the conversation.
i2x adds value to agents and trainers, enabling them to make fast and data driven decisions in creating a positive impact during customer engagement.Besides capturing and analysing a call to deliver hints to agents in real-time, i2x also gathers other complex statistics such as the caller’s emotions, friendliness, or empathy to provide trainers with performance characteristics for post call analytics.
We see our i2x platform as a superpower tool for the agent and continuously work on providing even more features
Built with an API first approach, the i2x platform is very robust and flexible for integration with various other digital platforms and systems as well. “We have a very high acceptance rate from not only the agents but also work councils of our clients,” comments Stefan Walther, CTO at i2x. The next generation conversational intelligence and coaching solution provider has developed its proprietary speech recognition system from scratch. It can be customised based on the specific requirements of various industry and enterprise verticals. The speech recognition engine allows to calibrate the software to not only recognise specific languages and dialects but also vocabulary, terminology and product data that is unique to an industry vertical. This further enhances the quality of the feedback and the automatically generated transcripts.
As data privacy regulations such as GDPR play a critical role in AI-assisted data analytics, i2x has designed its solution to protect the private data of individuals. “Our platform anonymises the identity of a customer for every call both at an audio and transcript level,” expresses Walther.
For one large German comparison portal the continuous growth in its loan comparison services sector led to the addition of more sales agents in a brief timeframe. After a successful proof of concept of the i2x platform, the financial services provider decided to extend the partnership and began training many agents to deploy on the floor. “Our platform allowed the client to speed up the knowledge transfer process, especially with young professionals” elucidates Walther. “With i2x, the agents have their trainer with them in every call which helps them improve continuously.” Especially new agents benefit from the best practices that are collected and provided with the help of the platform.
On a journey of continuous innovation, i2x is working alongside a selection of few customers to try out a new method for ‘Customer Satisfaction KPI Automation’. Faster and cheaper than the traditional method of assessing customer responsiveness and delight, i2x’s module has a proven track record of delivering satisfaction KPIs similar to a net promoter scores for every call rather than assessing the overall performance. As a good attitude can take an agent a long way in their career, i2x is also studying new areas to develop data-driven training structures for elevating the charisma of call centre agents. “We see our i2x platform as a superpower tool for the agent and continuously work on providing even more features that help in making every conversation successful,” concludes Walther.