How can you increase the quality of customer satisfaction surveys? How do you improve the analysis of customer requests? How can you respond quickly and efficiently to customer concerns? With VIER Semantic Intelligence!
Understand customer concerns on any channel and assign them to predefined business processes.
Extract relevant customer data from the text, e.g. customer number, phone number, bank details.
Query content from any database, e.g. to enrich the process with existing customer data.
Review of the information received and attributed.
Automatic reply or automatic follow-up in case of missing information or forwarding of the request to the corresponding department or employee.
Offering text modules, opening editing templates, etc. for quick, case-closing processing if case closure is not possible through full automation.
Semantics deals with the meaning of linguistic signs, among other things. In addition to the meaning of words, the context has a great influence on the interpretation of statements. Individual words are always ambiguous.
Take, for example, the word "fall", whose meaning changes greatly from statement to statement depending on the context:
The patented semantic NLU for semantic text analysis is able to distinguish and understand the different meanings of the above phrases by replicating human mental semantics. This includes:
Only in this way real text comprehension is possible – with the advantages for analysis, assistance and automation of processes in customer communication.
The patented analysis of written and spoken language optimises customer communication from routing to case completion and helps to automatically control technology systems based on text or voice input.
Free your employees from repetitive, monotonous work and let the machine take over these tasks. This increases the employee experience AND the customer experience.
With the open interfaces, you bring the results of the semantic analysis into your email system, your omnichannel platform or your chat modules. The simple transfer of data from existing systems (ERP, CRM, ... ) increases the performance of the overall solution.
Our NLU solution offers you a 360-degree view of your customers and thus the possibility to achieve a noticeable process optimisation in customer service. Identify the steps in the customer journey where you can still improve.
Do you want to give your employees suggestions for the best possible response to the customer's concern? Understanding the concerns of your customers offers you exactly this opportunity.
Evaluate daily big data, visualise it with flexible dashboards, and link Net Promoter Scores (NPS) with ratings from open mentions.
Do you understand the sentence "I hereby revoke the cancellation of the additional option of my contract"? The unambiguous interpretation of even complex statements, about which even humans can ponder, helps you to better understand your customers.
With our innovative products, we connect you with your customers and support you in all phases of interaction. In our holistic, platform-based product ecosystem, we create individual end-to-end solutions and orchestrate them for you along your value chain for a better and sustainable customer experience.