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.
Lisa monitors all calls for regulatory and conduct standards
World Class Customer Experience
Lisa provides individual and thematic insights on customers’ experience
Lisa’s data & analytics provides actionable insights to improve marketing effectiveness