One step ahead by looking back
By use of speech analytics, we can also optimise the announcements and services that are being highlighted on our digital marketing channels. For example, come spring, we receive a lot of calls regarding motor-cycle insurance. We can see when it begins, when it peaks and when it ends, and thus we can target the contents on our website accordingly.
Another way to use the speech analytics technology is to include data when our employees are being coached based on conversations they have had. It is not about employee monitoring but about utilising the knowledge gained in order to improve.
We believe that this is just the beginning for speech analytics and the effect of analysing customer calls. As we get more precise in the transformation of speech into text, we will apply the technology even further. For example, based on previous data, we will be able to make an educated guess on why the customers will call a given day and what their needs are. Thus our employees can be even better prepared for the calls, and the customers will have an even better dialogue with us.
By analysing calls, we will make it an even better experience to be a Topdanmark customer.