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Energy & Utilities

Increased deregulation and non-traditional competition means companies must deliver a world class customer experience to be competitive. Origin Energy Australia reported a churn of 47,000 customers in 2017 alone.

Lisa’s AI can spot potential customer churn and dissatisfaction from a semantic analysis of every call through your contact centre, and trigger remedial action. Lisa’s bespoke analytics will reduce costs, improve customer experience, and raise agent performance.

Key Benefits

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Cost Reduction

Customers want to be served quickly and efficiently. Lisa’s AI-driven speech analytics can deliver a world class customer experience without costing the world.

  • Reduce AHT and increase FCR by identifying topics or phrases which drive repeat contacts
  • Constantly identify customer pain points and route the issue to the appropriate function for resolution
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    World Class Customer Experience

    Wider choice and lower barriers to switch mean customer churn has never been as high as it is today. Listening, deciphering and acting on 100% of customer interactions means you can realistically build a world class customer experience.

  • Identify the issues and agents who strongly impact customer experience
  • Identify campaign and messaging effectiveness by monitoring daily customer satisfaction scores
  • Identify & train agents that handle the calls which result in the lowest satisfaction ratings
  • Identify the best practices by agents with consistently high customer satisfaction scores and sales success and train your teams accordingly
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    Agent Performance

    Call sampling is an inefficient way to spot training needs and assess training application. Lisa listens to 100% of calls and can surface themes or individual needs on a daily basis.

  • Hire more effectively by knowing the skills, capabilities and style you need
  • Enable self-learning through regular, automated feedback
  • Constantly spot and train out new avoidance behaviors
  • Proactively spot potential agent churn
  • Accelerate your business with AI