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Why Punxsutawney Phil should not be the norm for prediction in customer service - Nuance - ContactCenterWorld.com Blog

Why Punxsutawney Phil should not be the norm for prediction in customer service

Punxsutawney, a small town in Pennsylvania, draws thousands of visitors every year on February 2nd when Phil the Groundhog predicts the weather. On February 2nd, 2018 it will be the 132nd time. According to a legend, if Punxsutawney Phil sees his shadow, there will be six more weeks of winter weather. If he does not see his shadow, there will be an early spring. This legend originates from the German-speaking areas where a badger used to forecast the weather.

But no matter which animal is used, those predictions are rarely accurate. In fact, Phil is only right 39% of the time. In order to predict the weather, or anything else for that matter, you need data. And the only data animals have is how much longer they want to sleep. That’s why actual weather forecasts utilize data from the past to predict the upcoming changes for the wind direction, likelihood of rain, etc.

This is very similar for brands who want to utilize predictive targeting for their customer engagement. Without historic data there is nothing on which a prediction can be based. Before thinking about adding a prediction engine to customer service, brands have to take a close look at the data they have available. This can be recordings from calls that have been transcribed, chat scripts, customer journey data, etc. The more the better. This allows the prediction to be more accurate over time.

If there is not much historical data available, brands can use current information from their customer engagement tools. For example, implementing a virtual assistant and a live chat in several digital channels allows the brand to gather new data and insights. These can then be leveraged to improve the prediction over time.

The best way to create a great customer engagement experience is to continually gather customer data. Every bit of information that can be received during conversations can be utilized for valuable and meaningful insights, which then result in a better optimization process that then allows the brand to predict customer behavior better and better.

This information loop can be augmented by humans who help analyze the data, adjust it to put into the right context and, in addition, help the prediction engine and the underlying machine learning algorithm to learn what to look for. The combination of both automation and humans drives higher accuracy and a better experience for the user.

This said, I’ll still be hoping that that Phil doesn’t see his shadow.

Source: https://whatsnext.nuance.com/customer-experience/customer-service-engagement-prediction/

Publish Date: February 2, 2018 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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