Santa Barbara, CA, USA, June 11, 2018 -- Invoca, a call intelligence company, announced that over two million phone conversations have been analyzed by its machine learning solution, Signal AI, since launching last year. Invoca customers including Frontier Communications and Starkey Hearing Technologies are using Signal AI to uncover new opportunities to boost marketing ROI and improve the customer experience.
Starkey Hearing Technologies has been using Signal AI to identify the caller’s actions that most often result in a purchase. "The conversion data that we are now getting from our calls has allowed us to optimize our marketing strategies to precisely retarget customers in real-time, which has reduced our spend and increased conversion rates," said Colleen Farrell, manager of retail marketing at Starkey.
Frontier Communications, which provides communications services to urban, suburban and rural communities in 29 states, has been using Invoca Signal AI to analyze conversations in real-time to understand buyer intent. This helps them understand why certain callers aren’t buying, whether it’s because of pricing, competitor offers, or other reasons. This gives them the insight needed to create personalized offers that are more likely to drive conversions.
"Using Signal AI, our marketing team has been able to begin classifying our interactions with consumers by the intent of their call, as well as analyze the outcomes of the call and the root causes for those outcomes," said Bryan Flores, AVP of media and analytics at Frontier Communications. "By relating that information back to the different types of consumers, we are able to identify patterns in needs and behaviors. This can be leveraged for treatment purposes to either improve the experience of existing customers or the purchase process for our prospects."
"While there’s a lot excitement and buzz around AI, I think there’s a feeling among marketers that the path to ROI is unclear and that it’s difficult to implement," said Nathan Ziv, VP of product at Invoca. "With our Signal AI product, we’ve seen the opposite — our customers have gotten up and running right away with little additional effort, and driven significant results within weeks of turning it on."
Ziv added, "We’re excited about the future of AI at Invoca, and have made investments in our product and data science team to ensure we’re bringing the most cutting edge technology to our customers."
Posted by Veronica Silva Cusi, news correspondent
Invoca helps the modern marketer optimize for the most important step in the customer journey: the phone call. With Invoca's Call Intelligence platform, marketers can get granular campaign attribution to understand why customers are calling, gain real-time intelligence about who's calling and analyze what's being said in conversations. Marketers can put this data to work directly in the platform by automating the ideal customer experience before, during and after each call.
Published: Wednesday, June 13, 2018
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