Connecting our clients to the latest customer service technology at our Innovation open days

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

Issue

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

Insight

Giving clients the space to explore technology helps them see what solutions could work for their customers. 

Our approach

Charged with identifying emerging technologies, trends and disrupting traditional ways of thinking, we always start with the customer and work backwards to better understand and develop the right solution for our clients.

We launched our Innovation open days this year to give our clients the opportunity to experience our latest demonstrations and prototypes in a relaxed and informal environment.

Our latest solutions include:

Socia-Live:

This is real-time social media analysis, with a customer service focus. The interactive dashboard analyses customer conversations using text and sentiment analysis overlaid across the customer journey. 

By showing clients what their customers are talking about in real-time, we're able to reveal which steps of the customer journey are driving the conversation.

From here we can drill down to understand the specific conversation topics, and down again, to unveil the full context of the conversation at its most granular level.

Voice to Action:

Our real-time speech analytics utilises topic classification and sentiment scoring. As the customer conversation is analysed, automated actions and prompts are presented to the agent to maximise call quality and reduce agent effort.

The whole conversation is transcribed, which removes any ambiguity from agent notes recorded in the CRM, and provides the opportunity to positively influence every call and create the best outcome for the customer.

Alexa:

Capita’s Customer Service Amazon Alexa skill navigates the customer through the IVR (interactive voice response), using voice, and connects their call directly to the department they need.

It provides information about call queue position and estimated wait time, allowing the customer to decide if they want to proceed or call back later. 

Our skill is live now, just search 'Customer Service' through your Alexa app.

Advanced analytics:

Our multi-dimensional analytics platform helps operational teams to excel in contact centre reporting metrics, CSAT, AHT and SIM. By identifying the specific individual conditions required for success, the operational teams can confidently implement improvement initiatives to meet pre-determined targets.

The impact

Our Innovation open days are proving to be hugely engaging, with attendees interacting with our live demonstrations and speaking about future use cases and potential deployment opportunities.