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Banking

Challenges for banks seem to be constant and ever more existential. Ever more oversight and increasing regulations, demanding and sophisticated customers with more options from small fintechs to tech giants. Given the direct relationship that most banks enjoy with their customers, many have concluded that a world class  customer experience is one of the only ways they will truly differentiate. That means placing customers’ needs and wants at the centre of their business and delivering a consistently world class experience across all customer touchpoints. To achieve that high bar, banks are deploying the kind of analytics that can not only monitor regulatory compliance 24/7, but also can reveal insights that identify products and services with the potential to surprise and delight customers every call.

Lisa automates the Quality Assurance (QA) process by accurately capturing, translating and deciphering every conversation, every moment of every day. Lisa’s AI then automatically scans for those interactions you want to flag for further review and surfacing new insights for functions outside the contact centre, like Marketing and Risk. Lisa can do this for one agent or spot themes and trends across a whole business.

Key Benefits

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Total Compliance

Lisa monitors all calls for regulatory and conduct standards

  • Listen to and understand 100% of conversations
  • Identify and train out individual and team compliance mistakes
  • Identify vulnerable groups who might require a specific approach
  • Identify and alert supervisors to behaviours such as pressurised or mis-selling
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    World Class Customer Experience

    Lisa provides individual and thematic insights on customers’ experience

  • Monitor and analyze interactions for customer satisfaction
  • Discover best practice across all agents and locations and coach others to improve the overall customer experience
  • Proactively identify and remediate customer churn or complaints
  • Interaction analytics improves customer journeys by identifying common pain points
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    Marketing Effectiveness

    Lisa’s data & analytics provides actionable insights to improve marketing effectiveness

  • Adjust campaign messages and improve results by monitoring daily customer sentiment and reaction
  • Identify and use customer words and phrases to improve messaging and Adword buying
  • Provide coaching on script adherence and sales call outcome predictors
  • Create reports for product teams to identify pain points and recommend enhancements
  • Accelerate your business with AI