Focusing on the needs specific to your business makes us attentive to details. Our team and partners have the tools to deliver both out-of-the-box solutions ready to go from day one and bespoke suits fitting the needs of our clients from the market leader corporations to SMEs. Below are some popular use cases with links to case studies that illustrate how specific business needs can be addressed. Order a live demo to see how we meet your needs in practice.
The system recognizes call reasons precisely and steers customer calls to the right remote (e.g. homeworking) agents automatically. Agents receive pop-up messages containing the call reason before taking the call. As a result, processing time is reduced by an average of 20%. Customer satisfaction is improved because an agent does not have to get the information that a client has already provided to a robot.
Semantic interpretation, speech analytics, sentiment analysis, and emotion detection are adding specific types of information to verbal exchanges with customers, which can help control and manage remote/homeworking agents’ performance based on the analysis of conversations in real time and on archived calls.
Spitch high-precision keyword spotting and semantic/sentiment interpretation solutions help monitor compliance breaches, deliver prompts to agents to ensure adherence to internal rules and regulations, regulatory compliance requirements, etc.
Companies are required to verify the identity of remote agents and customers in most customer calls. Spitch natural language hybrid voice biometrics solution delivers security at both ends of the conversation and increases customer satisfaction at the same time. It is especially valuable when calls are made from non-registered telephones, and it saves additional 15% of client's and agent's time during the call.
Spitch natural language solutions make customer self-services in both voice and text really conversational. Voice and text are the most natural and preferred ways of communication. Spitch provides an omnichannel platform that supports voice-to-voice conversations in a call centre, voice-to-text conversations on mobile apps and text-to-text conversations on social networks and mobile messengers to resolve queries automatically.
Automated protocolling of conversations with customers saves up to 50% of your agents’ worktime required to update CRM records, simultaneously improving the completeness and quality of bank's CRM data.
Spitch high-precision keyword spotting and semantic/sentiment interpretation solutions help companies to monitor compliance on up to 100% of conversations in real-time or offline (using archived conversation recordings) with a convenient filtering and reporting dashboard.
Companies often need to verify identify of their customers in customer calls to process personal data. Traditional knowledge-based identification and verification (asking security questions e.g. the date of birth, membership number, and other details) is not secure enough and annoys clients. Spitch natural language hybrid voice biometrics solution increases customer satisfaction and improves security at the same time.
First-line virtual assistants take calls after the first ring tone, understand customer intents precisely in chats or messenger apps, and even respond to queries made through your website search line. Voice-driven call steering, no queues and quick resolution add to the feeling of a job well done and time well spent.
The Spitch hosted solution facilitates automated in-call surveys to systematically measure customer satisfaction. This provides a means of continuous improvement of services in a cost-effective way. Speech Analytics systems can also analyse archived recordings offline to generate useful insights on customer sentiment and satisfaction saving supervisors’ worktime.
Companies often need to verify identify of their customers in customer calls to process personal data. Traditional knowledge-based identification and verification (asking security questions e.g. the date of birth, membership number, and other details) is not secure enough and annoys clients. Spitch natural language hybrid voice biometrics solution increases customer satisfaction and improves security at the same time.
We have entered an age where customers will soon expect to be served efficiently after making a quick request by voice in all channels (via apps, online, contact centres, etc.). Spitch provides voice-driven interfaces for a real hands-free customer experience, from anywhere, anytime and in any channel.
Automated protocolling of conversations with customers provides for easy voice search, data redaction, etc. and saves worktime required to update CRM records, simultaneously improving the completeness and quality of the CRM data.
Spitch’s omnichannel communications surveillance suite delivers cost-effective regulatory compliance and additional security by seamlessly monitoring external customer & staff calls and text conversations 24/7. Essential features include call transcription for easy analytics, biometric identification of parties in the call, quick and easy extraction of information for regulators and security, and many more. The multi-lingual, multi-dialect capabilities of the Spitch engine can be used to analyse and monitor internal conversations too.
Spitch natural language solutions make customer self-services in both voice and text really conversational. Voice and text are the most natural and preferred ways of communication. Spitch provides an omnichannel platform that supports voice-to-voice conversations in a call centre, voice-to-text conversations on mobile apps and text-to-text conversations on social networks and mobile messengers.
Spitch helps your business chart the course towards a natural language enabled enterprise. Implementing strategic conversational platforms that help business process digitalisation and interactions analytics, onboarding new clients and staff, managing e-documentation, and more.
Speech analytics solution helps transform audio-archives into fully searchable digital resources to extract a wealth of retrospective and comparative data on customer intents, satisfaction levels, etc. Moreover, adding a voice biometrics component allows conducting voiceprints analytics for fraud prevention and investigations, e.g. identifying cases where different voices are linked to the same customer name/ID.
