• June 12, 2018

Speakeasy AI Adds Customer Journey Flow Reporting

Speakeasy AI has released version 2.0 of its voice artificial intelligence system with new customer journey reporting to help companies discover and act on voice journey insights.

Amplify, this customer journey discovery and analytics tool, will allow businesses to see the specific voice paths customers traveled to get to a call center agent, uncover what customers actually wanted, and build a path to significant and measurable improvement.

"It's become evident that AI must be used to evolve the customer journey in voice. Amplify doesn't just show a topic selected in an IVR, but actually follows the complete customer journey," said Speakeasy Chief Customer Officer Kyle Scofield in a statement. "With Amplify and our Speech-to-Intent driven engine, we are empowering businesses to build a voice journey that is authentically based on customers needs and wants."

Amplify features include the following:

  • A complete end-to-end, intent driven, voice journey customer flow diagram;
  • Specific path(s) customers took across voice self-serve and live channels and the opportunities for improvement based on misses or fallouts; and
  • Intent-driven insights beyond traditional IVR topics, including changing needs across the journey.

"For too long, IVR reporting has focused on transactional metrics like call containment, and abandons that don't align with CX improvement goals," said Speakeasy CEO Frank Schneider in a statement. "Moshe [Villaizan, Speakeasy's chief technology officer] and our team have created a customer journey reporting tool that empowers businesses to improve self-help while simplifying live assistance when customers really need an agent. Our latest release with Amplify is enabling better, easier voice experiences for businesses and their customers."

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