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AllSight announces version 5.1 of its customer intelligence management system at IBM Think
AllSight v5.1 aims to improve customer experience with new Interaction Predictor feature, helping contact centers shift from cost center to service center
Multi-channel interactions result in silos of structured and unstructured information and data fragments. Although there is a clear trend towards online and web interactions, many transactions require assisted and in-person activity, resulting in a need for information to be handed off from channel to channel to ensure a consistent experience. This digital transformation, and mixed omni-channel transactions, makes it challenging to provide accurate and timely information to customer facing individuals such as service and sales.
In order to address this challenge, AllSight leverages AI to predict the reason and topic for an interaction based on the Customer 360 including past events. Included in v5.1, the new Customer Interaction Predictor uses analytical scoring and configurable expert rules to determine and dynamically display products a customer may be inquiring about, previous interactions, product-level sentiment, and proactive offers and cross sell incentives. This visibility enables CSRs to improve customer satisfaction by increasing first call resolution and providing more relevant offers.
"Past approaches by companies that used combinations of CRM systems, master data management (MDM) and data lakes to create a single source of truth have all struggled to live up to the expectations of front-line business users in areas such as marketing, customer care and digital commerce", said Sheryl Kingstone, Research Director at 451 Research. "It is clear that the new requirement will be investment in customer intelligence platforms (CIPs) like AllSight that do more than consolidate a single view of the customer: they add a layer of data governance, synthesis and identity, which powers a dynamic customer graph to fulfill the vision of contextual experiences."
According to data from 451 Research's Voice of the Connected User Landscape (VoCUL): 1H 2017 Corporate Mobility and Digital Transformation study, 82% of businesses say that Machine Learning (ML) for automated contextual recommendations is important to creating personalized customer experiences. AllSight includes a confidence score on its predictions to provide additional insight to users. "The dynamic, humanistic UIs, such as the new interaction predictor, help organizations shift contact centers from cost centers to service centers," said Kingstone.
In addition to Customer Interaction Predictor, AllSight v5.1 includes the following enhancements:
• Customer Graph - Traverse all customer relationships (e.g. aunts, uncles, co-workers) and see n-level of relationships (e.g. spouse, children) and view complex organization hierarchies and households to identify influencers and relationships
• Customer Journey - Add any event, including digital interactions (e.g. survey data, IVR interactions, product/company mentions), to the journey map
"AllSight has the ability to synthesize and understand a significant amount of customer data and enable users such as CSRs to take action on a 360-degree-view,"
Organizations such as Dell are benefiting from AllSight's ability to ingest big data volumes and variety of data, match billions of source records to millions of customers, and connect customers together in a relationship graph to enable searching of influencers, fraud and other intelligence. AllSight accurately predicts the next customer interaction and can reduce call handling time by up to 30%. Customer journey analytics enables identification of friction points across the customer journey and pinpoints leading indicators of churn at an individual customer level.
AllSight is a solution-based software and technology company based in Toronto, Canada and Austin, Texas that creates actionable customer intelligence. AllSight (https://www.allsight.com) is the industry's first Customer Intelligence Platform designed to create and manage an enterprise Customer 360 for any business that aims to be customer-centric and create exceptional customer experiences. AllSight's intelligent Customer 360 helps organizations across insurance, banking, retail, hospitality and more to personalize interactions, offer faster service, increase cross-sell revenue, comply with customer information initiatives such as GDPR and reduce overall IT system costs as compared to traditional customer data management solutions.