Do you receive feedback from thousands or tens of thousands of customers? A real-time understanding of the feedback would certainly enhance your solutions and services.
With the help of Aiwo CX’s data-driven artificial intelligence, you will get a real-time understanding of what (essential) is happening in your customer communications and what your customers want.
The operating principle of the Aiwo CX is simple:
Customer Feedback, Surveys
Seeking customer understanding through feedback or NPS surveys alone could results in low response rates, as customers may not respond to feedback requests. Customer feedback that is processed through chat, phone, or email, on the other hand, contains a lot of valuable information from customers, but it often includes too much material to analyze manually. Therefore, identifying feedback from everyday customer communications is important for the development of your business.
Customer Support Data
Customer support requests that your organization receives on a daily basis (e.g., via chat or email) also provide a large number of development ideas and insights from your customers to provide a better customer experience. Aiwo CX identifies the emerging trends in customer support in real-time.
Customer Service Calls
Your customer service employees most likely have a good feel about what worries or disturbs your customers. However, it is impossible to form a comprehensive summary of the entire organization’s customer calls without the help of artificial intelligence. With the help of Aiwo CX, you also follow the discussed themes in the customer calls.
By developing your customer understanding, you will gain important information about which things your customers value in your products. Basically, it is the customer who brings money to the company, so the customer’s opinion must remain at the center of the product development.
Guessing the customer experience is risky, as, in the eyes of a company, the benefits of a product can be very different from the actual benefits experienced by customers. It is very important for the success of your business that you stay up to date with your customers’ experiences.
The most important step in improving customer understanding is to actively listen to customer feedback and customer communication. It is essential that you don’t get stuck in individual feedback answers, as leveraging the big picture and recurring messages will give you better tools for the practical development of your business.
We have developed the Aiwo CX as a data processing tool. The Aiwo CX, based on artificial intelligence, handles massive amounts of data, highlights trends, and makes relevant themes visible. Aiwo CX is a unique tool that gives not only top issues to focus,but also deep insights from thousands to tens of thousands of chat messages, calls, emails per week.
Jan Rosnell, Service Design Lead, MTV Ltd.
When analyzing customer feedback, you may unintentionally distort the outcome. If you are looking for a particular phenomenon, you will also make observations related to it. The observations you make are then likely to get the wrong proportions. That's normal biased results done by humans.
Several known text analytics tools also could lead to data distortion, because whenever artificial intelligence requires pre-determinations made by its users as a basis for its work, the user also controls the outcome of the analysis.
The Aiwo CX works differently: data-driven artificial intelligence tells us what customers are saying. It's not looking at pre-defined keywords, but highlighting what is already in the data.
