Contact Centre Intelligence

Transform your contact centre and customer experience with cutting edge AI and ML.

 

It’s time to unlock the value of the information you already hold and understand your calls like never before

Inawisdom was founded to give our customers the ability to exploit every aspect of their data using Artificial Intelligence - and our approach to Call Centre Innovation does just that. Inawisdom uses the data, and turns it into actionable insights to enhance the operational capability of your call centre.'
- Neil Miles, CEO

The Opportunity

Contact Centres operate in an environment of ever increasing customer expectations and relentless volumes of callers. Keeping accurate records of what a call is about, particularly if it relates to more than one subject, can be difficult whilst engaging the customer in conversation. Remembering this after the call is even harder, especially when there is pressure to get onto the next caller in the queue. By analysing the recordings after the call, call classification errors can be caught and advisor wrap time can be reduced leaving more time to focus on what is most important, the customer.

These results can provide a further safety net and a set of learning actions for continual improvement of the contact centre, e.g. did the advisor make reference to the right problems in the call notes, was the right follow on action kicked off, did the customer leave the call satisfied or is an outbound follow up call required?

Trends can be picked up quickly e.g. is there a sudden increase in one type of call that might be indicative of an underlying problem? By analysing these factors, proactive action can be taken to ensure the best possible chance of a successful outcome for your customers.

Our Solution Offering 

Our solution leverages Inawisdom’s proven skills and experience as a leader in AI and machine learning, combined with the power of the AWS Cloud, to establish new insights from the information held in your voice recordings.

Together we target a priority scenario for your contact centre, then select and extract the data from your voice recordings, other source systems and, using Inawisdom’s Rapid Analytics and Machine Learning Platform (RAMP) extract into a secure, analysis ready, platform on AWS. Our highly skilled Data Scientists create models to investigate the data and identify the business insights behind it. After just a few weeks, you will be able to understand your calls like never before.

Along with the rapid Proof of Value, our expert team will also draw out a robust path to production, and a business case for extending the platform, so you can continue your journey to truly differentiating your contact centre for long term success.

5 Minutes on Contact Centre Intelligence

To speak to one of the team about Contact Centre Intelligence, please email info@inawisdom.com

Read more about how AI and ML on our blog:

The use of Machine Learning has become a critical component in many businesses, examples being product recommendations, making decisions on stock levels, and evaluating credit scores. Machine Learning uses like these for businesses are having a direct impact on the top line (how money is......

Inawisdom have embedded Machine Learning models at one of our client’s business by using number of inference styles: The two most popular styles we see are real-time and batch (inc. micro). For batch, Amazon Step Functions calling a SageMaker Batch Transform are our weapons of......

[21st December 2020]– Inawisdom will join forces with Contino under the Cognizant Digital Business Group to drive end-to-end AI/ML and digital transformation excellence.   Press Release Cognizant Acquires Inawisdom, an Artificial Intelligence and Machine Learning Services Expert Amazon Web Services Premier Consulting Partner Brings New Data......

AWS Ambassador and Inawisdom Head of Practice – Solution Engineering, Phil Basford – talks us through his wish list for the upcoming AWS re:invent which, this year, turns digital…. AWS re:invent 2020 is just over a week away. COVID-19 this year has meant that this......

Fight against Fraud: Amazon Fraud Detector Review Amazon Fraud Detector is a high-level AI service, which has just gone GA (Generally Available) in several US regions, Ireland, Singapore and Sydney. It was originally launched at re:invent 2019, so we evaluated it shortly after that and......

CodeArtifact is a recently announced service by AWS and it is a fully managed repository for storing your build artifacts and code dependencies.  CodeArtifact plugs a gap in the Amazon cloud native developer toolkit that I first identified last December as I was packing my......

Capturing the Correct Use of PPE The COVID-19 crisis has led to many headlines about PPE (Personal Protective Equipment). We have also had cancellation of a number of events, including AWS Summits, where we had intended to demonstrate our work around PPE. Our customer Balfour......

In January, Inawisdom had our DevOps competency accredited to us. This was a massive acknowledgement of our DevOps ability and also how we uniquely apply it to the world of Machine Learning. The challenge with DevOps and the Developer experience on AWS is that it......