{"id":80097,"date":"2024-06-25T07:25:00","date_gmt":"2024-06-25T13:25:00","guid":{"rendered":"https:\/\/inmoment.com\/?post_type=news&#038;p=80097"},"modified":"2024-06-23T22:16:52","modified_gmt":"2024-06-24T04:16:52","slug":"inmoment-sets-a-new-standard-in-customer-experience-with-ai-based-conversational-intelligence-and-contact-center-data-analysis-2","status":"publish","type":"news","link":"https:\/\/inmoment.com\/en-nz\/news\/inmoment-sets-a-new-standard-in-customer-experience-with-ai-based-conversational-intelligence-and-contact-center-data-analysis-2\/","title":{"rendered":"Pearl-Plaza Sets a New Standard in Customer Experience with AI-Based Conversational Intelligence and Contact Centre Data Analysis"},"content":{"rendered":"\n<ul class=\"wp-block-list\">\n<li><em>Unlock rich insights from unstructured contact centre conversations using AI, NLP, and LLM technologies<\/em><\/li>\n\n\n\n<li><em>Integrate contact centre data from chats, emails and calls with other feedback channels for complete customer vie<\/em>w<\/li>\n<\/ul>\n\n\n\n<p>Auckland, New Zealand [25 June, 2024] \u2014<a href=\"https:\/\/inmoment.com\/en-nz\/about\/\">Pearl-Plaza<\/a>\u00ae, a leader in Experience Improvement (XI)\u2122 solutions, announced today the infusion of generative AI into its cutting-edge <a href=\"https:\/\/inmoment.com\/en-nz\/conversation-analytics-software\/\">Conversational Intelligence solution<\/a>. This innovative technology leverages the wealth of information in contact centre conversations, online chats, and emails to optimise operations, enhance customer engagement, and elevate the overall customer experience.<\/p>\n\n\n\n<p>Conversational Intelligence marks a significant leap forward in integrated customer experience analytics by seamlessly combining contact center conversations, emails, chats, calls, with other feedback channels like surveys, reviews, and social media. By incorporating generative AI, NLP, and Large Language Model (LLM) technologies, businesses can now unlock additional value beyond post-interaction surveys, and derive insights from their unstructured data which constitutes more than 85% of a company&#8217;s data. This enables discovery opportunities within the <a href=\"https:\/\/inmoment.com\/blog\/call-center-management\/\">call centre<\/a> and diverse customer touchpoints that were previously unattainable.&nbsp;<\/p>\n\n\n\n<p>With Conversational Intelligence, organisations can increase first call resolution to expedite issue resolution at lower costs, boost agent performance and retention, improve customer satisfaction metrics like CSAT and NPS, and decrease operational costs.<\/p>\n\n\n\n<p>&#8220;In today\u2019s experience economy, delivering exceptional customer service is a key competitive differentiator,&#8221; said Sandeep Garg, Chief Technology and Product Officer at Pearl-Plaza. &#8220;Conversational Intelligence, and its use of generative AI, empowers businesses to truly understand the voice of their customers by decoding sentiment, effort, intent, and emotion from actual conversations, not just post-interaction surveys. This unprecedented level of insight allows companies to pinpoint high-impact areas for improvement and drive meaningful business outcomes.&#8221;<\/p>\n\n\n\n<p>Multiple Pearl-Plaza customers are utilising Conversational Intelligence, combining it with various&nbsp; feedback data sources to gain deeper insights into customer behavior. Its Fortune 500 customers are analysing millions of&nbsp; conversations, including a mix of&nbsp; voice transcripts, reviews, web chat transcripts, and survey responses. Since implementing this solution, they have improved first call resolution by 3-5%, increased call analysis from a fraction of all transcripts to 100%, and experienced a 2-5% increase in CSAT.<\/p>\n\n\n\n<p><strong>Key Features of Conversational Intelligence<\/strong><\/p>\n\n\n\n<p>Conversational Intelligence features enhance the performance of contact centres by providing deep insights into customer interactions and agent performance. Key features include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Omnichannel Voice of Customer<\/strong>: Offers a complete picture by combining vast amounts of contact centre interactions with data from other channels.<\/li>\n\n\n\n<li><strong>Manager Scorecards<\/strong>: Evaluates team and individual agent&#8217;s performance and identifies areas for improvement.&nbsp;<\/li>\n\n\n\n<li><strong>Agent Scorecards<\/strong>: Personalised to evaluate individual performance and identify areas for improvement.<\/li>\n\n\n\n<li><strong>Automate Call Summaries and Analysis:<\/strong> Streamline call feedback for immediate use in agent coaching to boost performance and retention.&nbsp;<\/li>\n\n\n\n<li><strong>Conversational Analytics &amp; AI-Driven Text Analytics<\/strong>: Surfaces speaker-specific insights from conversations and unlocks unstructured data.&nbsp;<\/li>\n\n\n\n<li><strong>Transcription Services:<\/strong> Converts audio to text for analysis.&nbsp;<\/li>\n\n\n\n<li><strong>Quality Assurance<\/strong>: Monitors, evaluates, and improves various contact centre operations.<\/li>\n\n\n\n<li><strong>Impact Prediction<\/strong>: Forecasts the potential effects of various customer service actions, strategies, or changes of key business outcomes.<\/li>\n\n\n\n<li><strong>Strategic Services<\/strong>: Provides expert guidance for actionable customer experience strategy across channels.<\/li>\n<\/ul>\n\n\n\n<p>For more information on Conversational Intelligence, please visit the solution page <a href=\"https:\/\/inmoment.com\/en-nz\/conversation-analytics-software\/\">here<\/a>.<\/p>\n\n\n\n<p><strong>About Pearl-Plaza<\/strong><\/p>\n\n\n\n<p>Pearl-Plaza is the leader in improving experiences and is the highest recommended CX platform and services company in the world. It is renowned for helping clients collect and connect customer experience data from everywhere\u2014from surveys and social reviews, to conversational chat logs and transcripts. As the pace setters in AI and text analytics, its over 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology combined with in-house industry experts empower brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with Pearl-Plaza. To learn more, visit <a href=\"https:\/\/inmoment.com\/\">inmoment.com<\/a>.<\/p>\n\n\n\n<p>###<\/p>\n\n\n\n<p>&nbsp;CONTACT: Cori Lindsey, Pearl-Plaza, cori.lindsey@inmoment.com<\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"news_type":[328],"class_list":["post-80097","news","type-news","status-publish","hentry","news_type-press-release-en-nz"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/news\/80097"}],"collection":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/news"}],"about":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/types\/news"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/news\/80097\/revisions"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media?parent=80097"}],"wp:term":[{"taxonomy":"news_type","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/news_type?post=80097"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}