The Anna™ AI technology is built from 25-years of customer interaction insight that replaces outdated speech analytics products.
TPG Inc., a leading provider of customer experience analysis services and solutions to Fortune 500® listed organizations, today announced the general availability of Anna™, the AI-powered customer experience analysis platform that can evaluate 15,000% more interactions than a human analyst at similar accuracy rates. Anna™ can evaluate 100% of the interaction population eliminating sample-based evaluations and provide a view into every voice call and chat communication with customers.
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“Today, organizations rely upon sample-based binary decision analysis and review of customer interactions. These limited reviews take weeks to perform and evaluate, leaving most of the interactions unevaluated. This small sample set and long latency instill significant business risk waiting for interpretation and reporting of the findings”
Organizations are faced with a rapidly growing need to continuously retrain front-line agents and improve sales results, operate cost-efficient service operations, and quickly identify negative customer sentiment to initiate corrective actions all while maintaining regulatory compliance. Anna™ provides a scalable solution that can be deployed rapidly to understand agent sales and service effectiveness, compliance and regulatory adherence, communication delivery, and customer sentiment.
“Today, organizations rely upon sample-based binary decision analysis and review of customer interactions. These limited reviews take weeks to perform and evaluate, leaving most of the interactions unevaluated. This small sample set and long latency instill significant business risk waiting for interpretation and reporting of the findings,” said Lisa DeFalco, Chief Executive Officer, TPG Inc.
“Anna leads the industry by delivering a solution to deeply understand customer interactions and evaluate Agent skills embedded within each call. With over 25-years of data and analysis expertise, the purpose-built AI powering Anna is modeled to understand what motivates customers, sentiment, compliance infractions, and specific attributes observed,” concluded DeFalco.
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Anna™ goes beyond traditional speech-to-text methodologies in call and chat evaluation. In less than a minute, Anna™ uses advanced machine learning to make over 1800 decisions for each interaction evaluated. Anna’s next-generation AI engine brings several advancements to the customer experience industry:
- Operates 15,000% faster than human analysts
- Expands to evaluate 100% of the population of calls
- Eliminates sample-based evaluations
- Understands behavioral-based attributes of a call versus binary decision from speech analytics.
- Processes complex attributes that traditional speech-to-text cannot
- Identifies 20 complex communication and sentiment attributes
