Elevate customer experience with better trained, highly engaged customer service teams
Building a better experience direct from the customer voice
Brochure: Raising the bar for customer experience using the latest in Natural Language Processing
Deliver a truly exceptional customer experience
Aveni uses the latest in AI and Natural Language Processing technology to analyse up to 100% of your customer interactions including calls, social messaging, email, chatbot and more. From these interactions, we can flag certain key phrases, sentiment, emotion and agent conduct as well as monitor hold times and number of transferred calls to rate the customer experience of that interaction. From these insights, you can focus efforts on specific areas, ensuring continuous improvement of the customer experience.
“It has been a pleasure working with the team at Aveni, their enthusiasm for their software is infectious. I am excited to explore the AI and NLP technology and how it can enhance our customer insight and adviser performance, whilst delivering remarkable time savings in our Quality Assurance teams.”
Improve the focus of quality assurance
Consolidate multiple metrics to give an overall customer experience score that feeds into your QA process.
Score calls based on complaints, expressions of dissatisfaction, sentiment as it relates to a person, product or service, to accurately funnel calls with poor scores to the QA team for review.
Better recognise, record and respond to your vulnerable customers
We’ve embedded the regulatory guidance on the fair treatment of vulnerable customers into our NLP platform.
Aveni can help you more accurately identify vulnerable customers, ensure more consistent treatment through improved agent training, better understand their needs and how they change over time and provide an exception level of customer experience driven by data from their own conversations.
Empower your agents for higher performing, better engaged teams
Boost understanding of what performance excellence means and use it to drive a higher level of customer experience.
Build highly engaged, skilled teams by better understanding what excellence looks like, giving you richer insights into agent activity and offering more meaningful remedial actions. Give your agents and management the tools and information they need to enable rapid training and self-improvement on every call.
Let’s build something beautiful
Using the latest in NLP innovation to drive human potential
The benefits of NLP don’t stop at quality assurance and agent performance, it has the power to transform any area of your business where you speak to customers. Come and talk to us about what you need and we can build it together.
Sparked your curiosity?
Keep up to date with the latest in Natural Language Processing in your industry, news, opinions and Aveni life.