Introduction
Acquiring actionable insights to Know your Customer (KYC) event better than before
Picture a world where you are privy to - what your customers say, captured in an actionable way. Be it social media, telephony or messaging, our chatbot and Artificial Intelligence (AI) xpertise enables us to apply Natural Language Processing (NLP) to convert natural language (speech or text) into a machine learning format. It enables behaviour modelling with the 24/7/365 capacity to monitor customer conversations and agent behaviour across multiple channels.
Keywords
actionable insights | responses | sentiment | fraud detection | information management
Estimated Read Time
5 minutes
Using Conversational AI to counter fraud
Our fraud detection process is critical to safeguard our clients and their customers, and designed to protect them from fraudsters, with quick detection of negation, hedging, over-emotional responses, and latency. Our process includes:
Process creation and awareness: Creating a robust information security management policy with necessary training
Customer authentication and protection: Enshrining client specific and statutory process security checks in all KYC transactions
Monitoring and alarm system compliance checks: Monitoring data daily to detect fraudulent events and/or where potential fraud could occur
Implementation: Deploying appropriate farewell parameters and responses including level 1 termination and handing over the culprit to policing authorities, or level 2 low end risks – resulting in the termination of the culprit
Conversational Analytics is a game-changer for CXO’s committed to cultivating xceptional Customer Xperiences. It is likely your competitors are deploying this trailblazing technology to know your customer better. Can you afford to be left behind? Are you a leader or a laggard?
Digital ability affords you agility
The raw data is turned into digitally accessible structured data, with ability to analyse content, affording you meaningful intelligence. This intel can be accessible by agents and/or supervisors in real-time to determine negative or positive sentiment, so that they can quickly respond in the most appropriate way to an individual customer or a group of customers. In the case of customer groups,
Looking at customers individually
Conversational Analytics can detect spikes in customer conversations, which could unveil larger scale problems or opportunities for improvement. When many customers are saying a similar thing, it could reveal a common demand, opportunity, or problem, which will direct you to investigate the cause, make informed decisions and implement the right resolution with speed and agility.
Aggregated and integrated
By understanding natural patterns of human speech or text and aggregating insights across customer segments, you can analyse customer sentiment, competitor mentions and more. This will provide actionable insights for your sales agents, supervisors, complaints handling, and marketing teams to respond or redesign your customer Xperience in a customer centric way.
Recommended Content
We recommend exploring our additional blog posts, case study and press release content.
To learn more about iSON Xperiences contact a regional expert today
Keywords
actionable insights | responses | sentiment | fraud detection | information management
Estimated Read Time
5 minutes
Introduction
Acquiring actionable insights to Know your Customer (KYC) event better than before
Picture a world where you are privy to - what your customers say, captured in an actionable way. Be it social media, telephony or messaging, our chatbot and Artificial Intelligence (AI) xpertise enables us to apply Natural Language Processing (NLP) to convert natural language (speech or text) into a machine learning format. It enables behaviour modelling with the 24/7/365 capacity to monitor customer conversations and agent behaviour across multiple channels.
Using Conversational AI to counter fraud
Our fraud detection process is critical to safeguard our clients and their customers, and designed to protect them from fraudsters, with quick detection of negation, hedging, over-emotional responses, and latency. Our process includes:
Process creation and awareness: Creating a robust information security management policy with necessary training
Customer authentication and protection: Enshrining client specific and statutory process security checks in all KYC transactions
Monitoring and alarm system compliance checks: Monitoring data daily to detect fraudulent events and/or where potential fraud could occur
Implementation: Deploying appropriate farewell parameters and responses including level 1 termination and handing over the culprit to policing authorities, or level 2 low end risks – resulting in the termination of the culprit
Conversational Analytics is a game-changer for CXO’s committed to cultivating xceptional Customer Xperiences. It is likely your competitors are deploying this trailblazing technology to know your customer better. Can you afford to be left behind? Are you a leader or a laggard?
Digital ability affords you agility
The raw data is turned into digitally accessible structured data, with ability to analyse content, affording you meaningful intelligence. This intel can be accessible by agents and/or supervisors in real-time to determine negative or positive sentiment, so that they can quickly respond in the most appropriate way to an individual customer or a group of customers. In the case of customer groups,
Looking at customers individually
Conversational Analytics can detect spikes in customer conversations, which could unveil larger scale problems or opportunities for improvement. When many customers are saying a similar thing, it could reveal a common demand, opportunity, or problem, which will direct you to investigate the cause, make informed decisions and implement the right resolution with speed and agility.
Aggregated and integrated
By understanding natural patterns of human speech or text and aggregating insights across customer segments, you can analyse customer sentiment, competitor mentions and more. This will provide actionable insights for your sales agents, supervisors, complaints handling, and marketing teams to respond or redesign your customer Xperience in a customer centric way.
To learn more about iSON Xperiences contact a regional expert today
