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Energy & Utilities

Increased deregulation and non-traditional competition has led to energy companies facing ‘must deliver’ on world class customer outcomes and experiences simply to remain competitive. In Australia in 2017, one of Australia’s largest energy companies, Origin Energy, reported a churn of 47,000 customers alone.

lisa’s industry leading AI technology alerts companies to potential customer churn before it becomes a problem. A semantic analysis of every call highlights dissatisfaction in real time triggering remedial action options. lisa’s bespoke analytics reduces costs… improves the customer experience, and raises agent performance.

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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

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