In today’s growth environment, understanding your customers’ needs and enhancing their experience is paramount. Aiwo stands at the forefront of this mission, offering cutting-edge solutions that transform customer interactions into actionable insights, driving efficiency and fostering growth.

What is Aiwo?

Aiwo is a leading AI-powered platform specializing in real-time analysis of customer service and sales interactions across all channels. By delving deep into every customer contact—be it inbound and outbound calls, emails, chats, or feedback—Aiwo uncovers the root causes behind customer inquiries. This comprehensive Customer Contact Intelligence enables businesses to proactively address issues, streamline operations, and significantly enhance the overall customer experience. The goal is always to improve efficiency and increase revenue.

Multichannel Integration

Aiwo seamlessly gathers data from various customer service platforms like Genesys, Enreach, and LeadDesk, ensuring businesses gain a holistic view of customer interactions. For example, a telecom company can analyze call center interactions alongside chatbot and email inquiries to detect recurring customer pain points. This integration allows businesses to make data-driven improvements across all customer service channels.

Real-Time Analysis

With Aiwo, businesses can analyze customer interactions as they happen. A utilities provider, for example, can detect a surge in customer complaints about self-service outages in real-time, enabling them to proactively address issues before they escalate. This immediacy improves service response times and enhances customer satisfaction.

Root Cause Identification

Rather than just addressing symptoms, Aiwo identifies the underlying causes of customer dissatisfaction. An insurance provider might use Aiwo to pinpoint that the majority of claim disputes arise from unclear policy wording, prompting them to revise communication strategies and reduce unnecessary disputes.

Actionable Reporting

Aiwo provides role and function-specific reporting, ensuring that insights are tailored to different levels of the organization. For example, frontline customer service managers receive real-time reporting on emerging issues, while C-level executives gain high-level trend analysis to guide strategic decisions. By structuring reporting to meet specific business needs, Aiwo ensures that actionable insights are directly applicable to each role.

Aiwo API and BI Integration

Aiwo offers an API that allows businesses to seamlessly export analytical reports into business intelligence (BI) platforms, such as Power BI or Tableau. This integration ensures that customer interaction data can be combined with other business metrics, enabling comprehensive reporting and advanced data visualization. By integrating Aiwo into BI environments, companies can enhance their decision-making processes with AI-driven insights. A healthcare provider, for instance, can use insights from patient interactions to streamline appointment scheduling processes, reducing administrative workload and improving patient experience.

Aiwo for Telcos

• Reducing Churn: Aiwo helps telcos identify patterns leading to customer churn. For instance, if repeated billing complaints are detected, the company can address them before customers decide to switch providers.
• Increased Sales Per Customer: By reducing unnecessary customer service contacts, Aiwo allows sales teams to focus on revenue-generating activities. For example, when routine technical issues are proactively resolved, customer service representatives have more time to upsell new data plans.
• Self-Service Channels Development: Aiwo helps telcos transition common inquiries to digital self-service channels. If a surge in calls about SIM activation is detected, the company can enhance online activation and communication of those processes, reducing customer service dependency.
• Enhancing Billing Transparency: By analyzing billing-related inquiries, Aiwo helps telcos simplify their billing processes, making charges clearer and reducing disputes.

Aiwo for Insurance

• Improving Claims Processing: Aiwo helps insurers streamline claims handling. If data reveals that claim delays stem from missing documentation, insurers can enhance communication to prevent such issues, reducing processing times.
• Digital Service Channel Development: Aiwo helps insurers transition common inquiries to online platforms, making processes more efficient. For example, if many customers call to check claim statuses, a more robust self-service tracking system can be implemented.
• Customer Retention Enhancement: By identifying dissatisfaction drivers, Aiwo helps insurers improve retention. If customers frequently complain about long claim resolution times, insurers can refine internal processes to improve turnaround time.
• Enhancing Customer Experience: Aiwo enables insurers to make communication clearer. If feedback indicates that policy terms are frequently misunderstood, insurers can simplify documentation to enhance transparency.

Aiwo for Utilities

• Predicting and Preventing Service Interruptions: Aiwo helps utilities detect and resolve service issues proactively. For example, if repeated complaints about fluctuating water pressure arise in a certain area, action can be taken before major issues develop.
• Reducing Call Center Load: By identifying repetitive inquiries, Aiwo enables utilities to provide better self-service solutions. If billing-related calls dominate, the provider can refine digital account management tools.
• Building and Improving Digital Channels for Energy Optimization: Aiwo assists energy providers in developing digital platforms that help consumers monitor and optimize energy use. A company might introduce an AI-powered consumption dashboard to provide real-time energy-saving recommendations.

Aiwo for Healthcare

• Enhancing Patient Communication: Aiwo helps healthcare providers improve response times and patient communication. For instance, if patients frequently inquire about appointment availability, an improved scheduling system can be developed.
• Reducing Administrative Burdens: By streamlining common inquiries, Aiwo reduces the workload for administrative staff. If many inquiries are related to prescription refills, an automated reminder system can be introduced.
• Reduction of Failure Demand: Aiwo frees up medical professionals by reducing unnecessary inquiries. For example, if nurses spend significant time answering non-medical administrative questions, Aiwo can identify these patterns and suggest process improvements to direct patients to the correct digital resources.

Aiwo for AI Agent Audit

Key Features

• Analysis of Interrupted Conversations: Aiwo identifies and analyzes conversations that were cut off before resolution, helping businesses understand and address systemic issues.
• Resolution Rate – First Contact Resolution (FCR): Aiwo measures how effectively AI agents resolve inquiries on the first attempt, providing insights to improve AI efficiency.
• Unresolved or Poorly Resolved Topics: Aiwo tracks topics that AI agents struggle with or resolve inadequately, helping businesses refine AI responses and reduce multiple contacts for the same issue.
• Transition to Other Channels: Aiwo detects when AI agents escalate cases to human representatives, providing insights into AI performance and the need for human intervention.
• Comparative Analysis Across Channels: Aiwo compares issue resolution rates across AI and human-led channels to determine if AI interactions reduce the volume of other service channels.
• Impact on Failure Demand vs. Value Demand: Aiwo assesses whether AI interactions reduce unnecessary customer inquiries (failure demand) or drive meaningful engagements (value demand).
• Vendor-Neutral, Objective Analytics: Aiwo provides unbiased insights, independent of any specific AI provider, ensuring an accurate and impartial audit of AI agent performance.

Aiwo for Customer Service Quality Management

Cancellation Prevention

• Systematic Approach to Cancellation Prevention: Aiwo helps companies establish a structured process for preventing cancellations, ensuring that all customer interactions related to retention are analyzed and optimized.
• Success Factors in Retention Calls: Aiwo identifies the types of conversations and techniques that correlate with successful retention, allowing businesses to replicate best practices.
• Detailed Reporting on Agent Performance: Aiwo provides transparency into customer service quality and agent performance, helping businesses track and improve effectiveness.
• Comprehensive Analysis of Cancellation Calls: Every cancellation-related call is analyzed to detect trends and opportunities for improvement.
• Visibility for Team Leaders: Aiwo gives team leaders clear insights into retention-related interactions, helping them guide and train agents effectively.
• Implementation of Best Scripts and Solutions: Aiwo identifies the most successful scripts and solutions for each product and ensures they are systematically applied.
• Continuous, Data-Driven Optimization: Businesses using Aiwo have improved their cancellation prevention rates from 18% to 30% by replicating best practices and scripts.

Correct Customer Identification Process in Customer Service

• 100% Auditing of Calls and Chats: Aiwo ensures that all customer service interactions comply with the company’s customer identification policies, eliminating the need for manual sample-based audits.
• Objective and Comprehensive Data: Aiwo provides objective and consistent compliance tracking, protecting the rights of customers, employees, and employers.
• Elimination of Manual Call Listening: With Aiwo, businesses can replace traditional manual call listening with full-scale, automated analysis, ensuring policy adherence in every interaction.

Optimized B2C Outbound Sales

How Does Aiwo Optimize Outbound Sales?

Intelligent Target Group Analysis

Aiwo analyzes every sales call, creating extensive data sets that provide a detailed understanding of customer behavior and effective messaging for specific target groups. AI detects patterns that might otherwise go unnoticed, allowing sales teams to refine their campaigns and pitches for the highest conversion rates. As a result, the company’s overall hit ratio and sales performance improve.

Proactive Suggestions

Based on historical data and customer insights, Aiwo provides recommendations on which products or services specific customer groups might need. This enables sales teams to offer the right solutions at the right time and focus on high-quality interactions.

Real-Time Performance Reporting and Coaching

Aiwo delivers clear reports and metrics on outbound sales campaign performance and individual salespeople’s results. In this context, Aiwo delivers qualitative insights on how salesperson pitches compare to overall sales performance. Sales teams receive immediate feedback on campaign progress and can quickly adjust their approach—for example, modifying their opening pitch if a particular approach yields a higher response rate.

Results: More Deals and Business Growth

A more efficient outbound sales process means higher conversion rates. Businesses save time and resources by focusing their efforts on high-potential contacts. At the same time, outbound sales remain professional and relevant—customers receive the solutions they need, while the company avoids wasting resources on overly broad or poorly targeted campaigns.

Benefits of Using Aiwo

Cost Reduction

Aiwo helps businesses cut operational costs by identifying and addressing the root causes of unnecessary customer contacts. For example, a bank using Aiwo could identify repetitive inquiries about online banking logins and develop a more intuitive digital onboarding experience, reducing call center workload.

Enhanced Customer Satisfaction

By proactively resolving issues, Aiwo ensures a smoother customer journey. A retail company leveraging Aiwo might detect dissatisfaction with return processes and make adjustments to ensure customers experience a more seamless transaction, ultimately increasing loyalty.

Data-Driven Decision Making

Aiwo provides comprehensive analytics that help companies align business objectives with customer needs. A logistics provider, for example, might use Aiwo insights to streamline package tracking notifications, reducing unnecessary customer inquiries and improving delivery transparency.

Improved Operational Efficiency

Aiwo reduces unnecessary customer service inquiries, allowing businesses to focus on more strategic tasks. In a healthcare setting, Aiwo might identify frequent scheduling conflicts and suggest process improvements, enabling staff to focus on patient care rather than administrative troubleshooting.

Aiwo Automations

Automated Call and Chat Summarization

Aiwo automates the summarization of customer calls and chats, converting interactions into structured notes within selected CRM systems like Salesforce and Microsoft Dynamics. This automation eliminates the need for manual note-taking, ensuring that all critical details are accurately documented and readily available for future reference. As a result, customer service representatives can focus more on meaningful customer interactions, improving overall efficiency and service quality.

Customer Contact Reason Automation

Aiwo automatically categorizes and logs customer contact reasons directly into CRM systems, providing businesses with structured insights into why customers are reaching out. This automation enhances reporting accuracy and allows organizations to detect trends, identify recurring issues, and implement proactive solutions. By streamlining this process, companies can make data-driven decisions to enhance customer experience and optimize resource allocation.

Automation Business Case: Time Saved with 100 Agents

Implementing Aiwo automations significantly reduces time spent on After Call Work (ACW). If each agent saves an average of 3 minutes per call or chat by automating summarization and contact reason logging, this results in:

• 3 minutes saved per interaction
• 25 interactions per agent per day
• 100 agents in the company

This translates to 2 759 hours saved per month, allowing agents to focus on high-value tasks such as personalized customer support and revenue-generating activities., allowing agents to focus on high-value tasks such as personalized customer support and revenue-generating activities.

Aiwo Data Security and Data Management

GDPR Compliance and Data Protection

Aiwo is fully compliant with GDPR and other data regulations. Aiwo utilizes AWS services, ensuring secure and scalable cloud infrastructure. For clients in Europe, all servers and data are located within the European Economic Area (EEA). If a client is located outside the EU, data is stored in a selected AWS location based on regional requirements, ensuring compliance with local data protection laws.

• End-to-End Encryption ensures all customer data is securely transmitted and stored.
• Data Minimization ensures that only essential data is collected, reducing risks.
• Anonymization and Pseudonymization protect personally identifiable information within datasets.
• User Control and Access Management restricts sensitive data access to authorized personnel only.
• Compliance with Local Regulations ensures that Aiwo adapts to sector-specific and regional data protection laws.

Why Choose Aiwo?

Currently customer expectations are continually evolving, Aiwo empowers businesses to stay ahead of the curve. By leveraging Aiwo’s insights, companies can enhance operational efficiency, improve customer satisfaction, and drive business growth.

Embrace the future of customer service with Aiwo, and turn every customer interaction into a stepping stone toward excellence.