About

Knovvu Analytics is an ingenious combination of state-of-the-art conversation technologies. It provides contact centers with powerful tools for optimizing quality management, driving customer satisfaction, improving workforce efficiency, and gaining valuable customer information. Conversational analytics, also called conversational intelligence, refers to extracting data from textual and voice and video conversations between customers and human agents or chatbots. It relies heavily on artificial intelligence (AI) techniques to convert natural language conversations into a machine-readable format.
The large volume of conversations in contact centers exceeds the ability to analyze all the interactions manually. Knovvu CA enables organizations to continuously optimize/adjust/improve the existing CX (customer/external facing) and EX (employee/internal facing) ecosystems that are in place for their business. CX Examples include workforce optimization, process/automation/tool improvements, self service, voice of the customer, compliance/legal/product improvements, fraud prevention, NPS, emerging trends, etc. EX examples include agent & leadership hiring/profiling, agent training & resource improvements, coaching & skill building, tools & infra, agent performance, KPI optimization & measures such as FCR, as well as engagement/rewards/incentives.

The solution converts the recorded interactions into machine-readable text and analyzes customer-agent interactions by using speech-to-text and emotion detection technologies. Knovvu Analytics automatically searches and classifies valuable information. (Convert to Text step in the figure below) This enables users to conduct deep analysis and comparison, detect lacking organizational skills for the customer satisfiaction, and take actions for the improvement.

Acronyms and Abbreviations

AI: Artificial Intelligence
API: Application Programming Interface
AQM: Automated Quality Management
CA: Knovvu Conversational Analytics-Knovvu Analytics
FCR: First Contact Resolution
KPI: Key Performance Indicators
LDAP: Lightweight Directory Access Protocol
LIFO: Last in First out
ML: Machine Learning
NLU: Natural Language Understanding
NPS: Net Promoter Score
QM: Quality Management
REST: Representational State Transfer
SR: Speech Recognition
UI: User Interface
WFM: Workforce Management

Key Benefits

• Enhanced Employee Focus on Quality: Knovvu Conversation Analytics empowers Quality Management (QM) teams to prioritize and enhance their focus on meaningful interactions by utilizing filters based on textual and emotional features, as well as First-Contact Resolution (FCR) status. This targeted approach improves the overall quality of employee-customer interactions.
• Compliance Assurance and Script Alignment: Mitigating the risk of negative conversations, the system identifies and rectifies inappropriate script usage, ensuring employees adhere to communication standards. By leveraging emotional parameters, it fosters script alignment for more positive and compliant customer engagements.
• Improved Employee Confidence and FCR: Real-time scenario creation and notifications empower employees to address issues promptly during customer interactions, fostering confidence and contributing to improved First-Contact Resolution (FCR). This positively impacts both employee and customer satisfaction.
• Optimized Employee Workload: The Automated Quality Management (AQM) capabilities efficiently evaluate 100% of interactions, reducing manual workload for employees. This optimization allows QM teams to focus on tasks that enhance employee skills and satisfaction.
• Empowered QM Teams: Granting access to both textual and emotional features of conversations, the product empowers QM teams with valuable insights. This enables informed decision-making, supports targeted improvements, and contributes to a more engaging and satisfying work environment for employees.
• Customer-Centric Intelligence: By providing valuable customer intelligence, the product supports employees in delivering a more personalized and satisfying customer experience. This, in turn, positively impacts customer loyalty and overall satisfaction.
• Real-time Support and Employee Guidance: Offering real-time issue identification and guidance, the product ensures employees receive timely support. This not only aids in issue resolution during conversations but also enhances the overall employee experience by promoting quick and effective problem-solving.
• Detailed Insights for Employee Understanding: Access to both textual and emotional features alongside analyzing emotional parameters offers employees a comprehensive understanding of customer interactions. This detailed insight fosters empathy, allowing employees to better connect with customers and tailor their approach for improved satisfaction and enhancing the overall experience for both employees and customers.
• Streamlined Operations for Employee Well-being: Through automated quality management processes, the product streamlines operations, reducing stress and enhancing the well-being of employees. This efficiency allows employees to focus on meaningful interactions, fostering a positive and supportive workplace environment.