Top 7 Operational Text Analytics Best Practices

Strategically, the EpiAnalytics solution helps to reduce the number of customer contacts handled, increase agent efficiencies, and improve overall Customer Satisfaction by automating contact handling. Specifically, EpiAnalytics solutions help Global Support Operations in the following areas:

1. Intelligent Desktop Foundation: EpiAnalytics solutions provide Customer Support Agents with a more intelligent desktop.
• Agents spend a significant amount of time reviewing knowledge materials and/or system details to select the appropriate comment and product path. Using EpiAnalytics technology corporate support teams will eliminate the focus of agents “trying” to select the right code and having a automated systematic approach rather human (and subjective) approach to code selection.
• New agents will appear to be “experts” in their respective Brands as the system will trigger them to collect details and prompts agents to the right response and business process.
• Overall, customers enjoy a reduction in Agent Training Costs, EpiAnalytics increases automation (auto-suggesting solutions) which correlates with shorter, more consumer-focused training.

2. Advance Skill-based Routing / Auto-Response:
• EpiAnalytics technology reduces Average Handle Times (AHT), in some instances 100% of a particular type of customer request can be auto-responded to, and generally overall response times to consumers (searching for products, searching for comments, searching for fulfillment, searching for right code), is significantly reduced

3. Improve Data and Coding Quality:
• With the increased use and visibility of consumer comments data across the organization, coding accuracy is increasingly important. EpiAnalytics automation solutions reduce human error.
• Intelligence derived from the EpiAnalytics solution provides the ability to call out when a new code is required and/or additional codes should be considered for deletion based on statistically valid information and details.
• Analysts spend less time monitoring data accuracy because EpiAnalytics Intelligent Dashboards built directly into SFDC, monitors code (“type” and “subtype”) accuracy for each Brand and Operations Team.
• Uniform analysis helps to increase Corporate Consistencies by ensuring agents handle customer requests in the same manner.

Pan-European Deployment: EpiAnalytics text classification technology is statistically-based and works with European languages.  We are primarily deployed with email-to-case and web-to-case instances of the service cloud.

Because our solution is statistically-based (and not linguistically-based) we do not need to rely on a thesaurus of phases.  Also, we can analyze multiple open-text fields beyond the Description Field and we have developed a product to analyze and route inbound Leads similar to Cases.  We can deploy with any combination of multi-class classifiers, “yes”/”no” classifiers, or keyword analysis – this provides maximum flexibility for real-time business decisions and the triggering of workflow rules.

Deployment can be self-learning where our models train by learning from agent activity (“agent clone”).  Alternatively, we can implement a bootstrap method utilizing historical data to get up and running more quickly.  We use all the native reporting functionality in Salesforce.com.

For Market Research Organizations and Survey Vendors

EpiAnalytics is a real-time classification engine.  This real-time functionality coupled with our integration capabilities with CRM or other reporting suites means that we can make textual feedback actionable via automation and triggering.

For example, the benefits of our real-time capability are many: 1) not only we can identify a customer attrition risk (or “cancellation reason”) but we can also automatically send the customer an appropriate response or call to action, 2) when surveying customers for a client, we can identify and segment customers in real-time, so when a customer complains about a service experience we can immediately prompt them for additional (deep dive) information about that particular experience (a “real-time focus group”).

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