Enterprise AI Analytics & Automation company SuccessKPI unveiled its AI Capabilities portfolio and roadmap for future development. New additions include AI Scoring, based on generative AI large language models, and AI-based traffic forecasting.
The use cases build on a current feature set that already includes topic and sentiment detection, using AI/ML to find key moments and sentiments in the user’s choice of language and communications channels, intent phrase recommendations and the AI powered “reason detection” for customer conversations. The AI platform summarizes conversations automatically to drive agent efficiency in documenting customer contacts.
“SuccessKPI has built an ambitious and achievable roadmap for our AI portfolio that will expand as the underlying technology advances in exciting new directions,” said David Rennyson, CEO of SuccessKPI. “Whether the goal is to raise agent performance, improve the customer experience (CX), or streamline CX costs, we will design and deploy AI responsibly so operators, agents and their customers all benefit while keeping consumer data safe and secure.”
• AI Scoring – One hundred percent of customer calls are scored with this use case. The AI/ML technology predicts the outcome of each question a customer asks, enabling supervisors to move faster and more accurately toward evaluating agent calls and provide feedback and coaching inputs. This clearly improves the customer experience by helping agents improve through guided coaching and training. It also helps identify any regulatory and compliance gaps that may arise during conversations and provide agent coaching after the fact or in the moment.
• AI Traffic Forecasting – This capability predicts customer interaction volume and staffing needed, factoring in the contact center operator’s desired service levels, shrinkage, occupancy target and staffing characteristics using AI/ML forecasting algorithms. Schedules are then generated from staffing forecasts that account for experience, availability and working hour preferences of individual agents.
“SuccessKPI was able to offer us the machine learning and the AI technology that it takes to audit 100 percent of calls,” said Sara Connolly of BYL Companies, a SuccessKPI customer.
Together, along with the roadmap for 2024, these AI-powered features make SuccessKPI an early leader in applying artificial intelligence to contact center performance optimization and cloud migration. In the coming months, SuccessKPI plans to introduce a full range of generative AI capabilities to help diagnose true customer intentions behind the topics and words they use, plus intelligently recap customer interactions to streamline contact center agent work and increase productivity.
SuccessKPI is built for long term growth with a serverless architecture powered by more than 40 Amazon Web Service Platform as a Service components. In addition to its native data elements, SuccessKPI offers more than a dozen “no code” CCaaS and CRM adaptors, hundreds of out of the box system connectors, and the power of data pipe configuration wizards for additional integrations required to assemble a complete picture of the enterprise customer experience.
SuccessKPI is compatible with an industry-leading portfolio of partners including top CCaaS providers such as Genesys, Zoom, Amazon Connect, Five9, TalkDesk, and more. Frost & Sullivan recently named SuccessKPI a leader in their Workforce Optimization Radar™, noting the comprehensive partner ecosystem and secure operating model.
SuccessKPI plans to release many more AI capabilities and use cases over the next several quarters. This expanding spectrum of AI and generative AI capabilities will increasingly help enterprise and government clients to capture and understand the true nature of customer sentiment and intent behind the topics, conversations, and words they use. SuccessKPI is also developing proactive analytics and more interactive ways to gain insight and take action directly from analytics dashboards. The firm continues to invest heavily in its platform, particularly in its growing AI Capabilities portfolio to bring unprecedented value to its customers in the field of customer experience, agent empowerment and process automation.
For more information on SuccessKPI’s partner program, click here.
