An industry stifled with competition, rigid regulatory norms and sophisticated customers, is forcing Banks and Financial Services companies to explore Conversational Analytics so they can understand customer needs better and comply with industry benchmarks in customer experience, compliance and audit, agent skills and sales and service effectiveness. Typically, 1-3% of conversations are manually audited to understand customers and handle compliance norms.
Sayint is an omni-channel, conversational analytics platform that captures 100% of customer conversations and analyzes them to understand Voice of Customer, comply with regulatory norms, audit all calls, handle objections easily while operationally making contact centers and agents more efficient and productive.
Financial institutions leverage digital channels such as mobile apps, websites and social media to reach customers and still notice a huge percentage of conversations happening on phone .However, the efficiency and productivity of conversations in both cases have not always yielded the best results due to human errors and machines that don’t respond to human behavior. Conversational Analytics and other delivery mechanisms like Bots help automate functions, improve engagement, reduce friction in the customer journey and deliver a great customer experience.
Customer Dissatisfaction which directly impacts bottom line
Rising Complaints, penalties and investigations from different regulatory bodies
Losses due to agent attrition, productivity and training challenges
Understanding Buyer Intent and Sentiment
Analyze customer interactions to identify gaps
Agent Performance Monitoring
Resource Optimization & Cost Saving
Sales and service effectiveness