An Intellyx Brain Candy Brief
We’ve all been on a customer service call or chat with a CSR or support bot at our insurance company, telco, bank or utility and heard the disclaimer: “This call may be monitored for quality purposes…” when we know it probably isn’t ever listened to at all except for training, or possibly replayed if a serious incident arises.
That’s where Tethr comes in, interpreting the unscripted and maintaining awareness of a constant stream of customer conversations across multiple contact channels, from phone calls, to chat, emails, social media and feedback forms.
At a macro level, this digitalization of millions of unstructured conversational data points feeds customer analytics dashboards that can be used to improve a company’s digital experience posture and reduce customer churn.
At the individual customer level, the recognition of metadata within live customer requests and sentiment can help the company’s agent to reference relevant support information faster. Further, when coupled with automation, it can allow CSRs and systems to work hand-in-hand to respond on-the-spot with resolutions and possible “perks” when research shows it would realistically improve the customer relationship within business realities.
Copyright ©2023 Intellyx LLC. Intellyx is an industry analysis and advisory firm focused on enterprise digital transformation. Covering every angle of enterprise IT from mainframes to artificial intelligence, our broad focus across technologies allows business executives and IT professionals to connect the dots among disruptive trends. As of the time of writing, Tethr is not an Intellyx customer. No AI was used to write this article. To be considered for a Brain Candy article, email us at pr@intellyx.com.
