Category

Customer insight

Our new Finnish speech-to-text (ASR) solution helps detect sales leads from customer calls

We recently wrapped up developing our own Finnish speech-to-text model and now it’s ready! Finnish speech-to-text is designed to help large companies detect business critical patterns, such as sales leads, quality leaks, unhappy and leaving customers, from customer phone calls. Analysing phone calls helps sales managers find new sales leads (upsell and win-back leads) from...

How to get customer insights and prepare for sales in 2020

This week the Estonian Government AI top-level meetup Kratitreff presented insights from AI-related pilot projects in governmental organisations (read more here). The main challenges relate to missing hypothesis, unrealistic targets or inadequate project teams during the POC-s or trials. We @Feelingstream share this view. Therefore, I would like to share the experience we had during...

Feelingstream raises 400.000 EUR to find lost opportunities in customer communication

We are proud to announce that we received 400 000 EUR in investment from FiBAN business angels and Gorilla Capital to expand our growth in the Nordic market.We are incredibly excited to be selected as a top startup among strong candidates at Nordic Angel Program (NAP). The investment will be key in helping us deliver...

How can text analysis improve your customer service? Part 4 – Chat

Today we introduce you to the opportunities that using text analytics with your chat and chatbot can give to your business. So far we have already written about emails, phone calls and customer feedback (Part I – Emails; Part 2 – Phone calls; Part 3 – Feedback).Chat or chatbot has become increasingly important as a...

How can text analysis improve your customer service? Part 3 – Customer feedback

In the previous two parts (Part I; Part II) we talked about how to improve customer service by handling your emails and phone calls smarter. In this post, we focus on customer feedback and share a couple of use cases how analysing customer feedback can help you improve customer experience in your business.While getting customer...

5 ways AI can improve a customer service chatbot

Air New Zealand’s chatbot “Oscar” used to be able to answer just 7% of customer queries. With that in mind, it makes sense why many businesses are unsure whether to deploy or extend the services of their chatbots.But fast forward in time and “Oscar” now answers over 75% of customer queries. It has now been...

Interpreting customer feedback beyond the NPS score

Interpreting customer feedback beyond the NPS score is trickier thank you’d think. Imagine this. You have composed a clever questionnaire with carefully worded questions. It presents tested categories for ranking between best to worst or fastest to slowest. You have added a box for free form comments. The difficult part is now done – all...

How predefined topics kill the vibe

I had a problem with my new internet and mobile service provider. I got the first bill and couldn’t believe the amount it stated. Additionally, I noticed that the package I had bought didn’t fit my needs. For example, I didn’t need the reminder about used limits, an automatic service at all. I was worried...