i2x: Uplifting Sales and Support Tele-Conversations

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.