Lisa

AI-driven speech analytics that drives compliance in every conversation with your customers

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.

Listen_FA

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
Decipher_FA

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
Act_FA

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.

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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

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Increased Revenue

Identify cross-sell and up-sell opportunities

Predict sales success

Increase customer satisfaction

Identify new commercial opportunities from conversational data

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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

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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

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

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

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.

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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.

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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.

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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

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