EmpathiX emotional intelligence technologies apply machine learning to capture emotions in speech and help businesses to predict customers’ behaviours.
EmpathiX technologies:
- analyse nonverbal expressions in speech, such as volume, pitch, intensity, tone, speed and other trends
- conduct sentiment analytics to validate the emotions and understand the context
- provide real-time feedback about customer emotions and report customer KPIs
EmpathiX technologies enhance customer experience and transform call centres to profit centres by enabling the following unique value proposition:
- real-time insight: predict customer satisfaction KPI (CSAT), Net Promoter Score (NPS) and enable call centres to respond to customer in real-time
- enhanced profitability: enhance customer satisfaction, loyalty and retention, and identify opportunities to up/cross-sell existing customers throughout the call
- optimised operations: provide simpler feedback mechanism, learn more about the root cause of customers’ issue, improve quality reviews and provide efficient training
- gamified customer service: make customer service more interesting and fun, provide empathic route calling that addresses call agents’ and customers’ social styles