Listen
Combining a high quality duplex call recording capability and a market-leading speech-to-text engine, Lisa accurately listens and collates 100% of conversations 24/7.
Lisa’s AI identifies the key conversational elements which provide meaning and context.
Decipher
Applying Lisa’s semantic engine, Lisa deciphers the conversations identifying:
- Tone, clarity, energy
- Key phrases and topics
- Call behaviours such as talk speed, personality, customer education level, pauses, over-talk and silences
Act
Through a standard or bespoke visual representation of insights, Lisa highlights predictors and potential courses of action for:
- Compliance remediation
- Individual agent & team training
- Brand experience improvement
- Key metrics improvement (AHT, FCR)
- Customer satisfaction improvement
- Customer buying predictors
- Agent & customer churn predictors
What can Lisa
solve for you?
Lisa leverages AI and speech analytics to improve call center regulatory compliance, managing risk and cost overhead of non-compliance. Lisa listens to all conversations every minute of every day, flagging non-compliance or compliance risks in real time.
Increased focus on conduct risk
Businesses are incurring high costs to monitor customer channels for compliance breaches, as well as maintaining a consistent customer experience, but cannot hope to listen and act on every conversation
Insufficient supervisory coverage
Only 2 to 5% of calls are ever reviewed, leaving businesses open to the risk of rogue agents, unqualified sales and regulatory fines.
Insufficient QM scorecards
The scorecards used for Quality Management by supervisors tend to cover a limited number of conversational factors and very little on other relevant areas such as sales, brand and the ever-increasing & changing demands of regulatory compliance.
Inconsistent customer experience
Agent churn and inexperience can mean customers can receive a very inconsistent and often non-compliant experience. Current speech analytics only provide verbatim transcriptions and search tools rather than an analysis based on context and meaning.
Bridging the gap between technical AI and commercial application for businesses worldwide.
How Lisa
delivers value
Lisa is an enterprise-ready speech analytics solution built with the future in mind delivering ROI to business from day one.
Reduced Cost
100% QM coverage at a fraction of the cost
Extend and automate QM scorecards
Improve SLAs (FCR, AHT)
Reduce agent and customer attrition cost
Scalable infrastructure built for enterprise
Increased Revenue
Identify cross-sell and up-sell opportunities
Predict sales success
Increase customer satisfaction
Identify new commercial opportunities from conversational data
Improved Customer Experience
Identify and improve customer satisfaction
Identify and target agent training needs
Identify call friction factors
Guide agents to the correct call path
Identify 50+ unique call behaviours
Reduced Risk
Identify and flag mis-selling and fraud
Consistent and comprehensive QM scorecards
Monitor regulatory obligations
Sensitive data redaction
100% call monitoring
Conversational commerce
Lisa’s AI provides a complete view of agent compliance and performance for individuals and at a team level, for the whole business.
Business Functions
- Full access to all conversation transcription and Lisa’s AI-driven insights
- Business function-specific reports
- Lisa database access allows functions to create their own reports blended with their own structured data
- Allows drill down to an individual call or customer
Contact Centre Supervisor
- Analyse agent performance
- Key word fuzzy logic searches
- Measure customer satisfaction
- Drill down to spot best practice and training needs on an agent-by-agent basis, or across a whole business
Contact Centre Agent
- Listen to calls, review transcription
- Understand semantics and meaning
- Distinguish between over-talk and interruptions
- Use for spotting best practice & assessing training needs
Business Functions
- Full access to all conversation transcription and Lisa’s AI-driven insights
- Business function-specific reports
- Lisa database access allows functions to create their own reports blended with their own structured data
- Allows drill down to an individual call or customer
Contact Centre Supervisor
- Analyse agent performance
- Key word fuzzy logic searches
- Measure customer satisfaction
- Drill down to spot best practice and training needs on an agent-by-agent basis, or across a whole business
Contact Centre Agent
- Listen to calls, review transcription
- Understand semantics and meaning
- Distinguish between over-talk and interruptions
- Use for spotting best practice & assessing training needs
daisee is a software company that builds
AI-driven speech analytics applications.
daisee: Augmenting Intelligence
Organisations that are able to combine the best of human capabilities augmented by machine intelligence are able to develop greater insights, execute more efficiently and therefore generate more profit through a better understanding of the market context in which they exist.
Team
TECH MASTERY
Twenty-two software engineers and data scientists with developer experience from some of the world’s most prominent tech companies.
COMMERCIAL ACUMEN
Our business professionals have extensive experience from major corporates, consultancies & successful challenger brands.
DIVERSITY OF PERSPECTIVE
Our professionals combined represent 18 nationalities, speak over a dozen languages and have worked in 26 countries.
Technique
CODING
We apply functional programming techniques (Haskell) so that we attract the kind of top talent we will need, and then provide them with the best possible tools.
CUSTOMER CENTRICITY
We develop our core Lisa product by understanding which of our customers’ bespoke needs have a wider application are more widely relevant.
INTEGRATION
Our culture is based around integrating teams of data scientists and software engineers and dev ops, rather than structuring teams around functional specialisms.
Technology
ENGINE
We have IP rights over a proprietary semantic language engine kernel, developed initially by Deakin University, and now maintained and extended by daisee.
PLATFORM
We are platform agnostic working with the appropriate telephony provider for each of our clients.
UNRESTRICTED DATA ACCESS
We believe our clients should have full access to the data which Lisa provides. That means this data can be used by functions across an enterprise to find new commercial opportunities. This is achieved through an Open Data Architecture which is one of Lisa’s unique and most popular features.
Latest
news
Read our most recent thoughts on the future of AI and its real-world application in business right now.
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How AI-based business transformation can happen on any scale This is the first in a three-part series based on a talk by daisee’s chief technology...
Why the rise of AI will see the demise of closed data
Why the rise of AI will see the demise of closed data The rise of AI speech analytics software could herald the demise of closed...
What contact centres look like in the age of AI – part 2, people
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