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Business Services

Business Services Analytics

Finance, HR and Operations leaders use Communications Mining to enhance service, boost agent productivity and drive operational efficiency

Mine voice and text conversations for the insights that grow business value and service efficiency.

People sitting at a desk analysing
"67% of service leaders are investing in natural language processing to extract data and insights from email."
"67% of service leaders are investing in natural language processing to extract data and insights from email."
Channels
Email
Chat
Support tickets
Calls
CRM notes
Connected systems
CRM
Mail and calendar server
RPA
RPA: Blue Prism, UiPath, Automation Anywhere or micro-service for automated actioning
Avg. implementation time
1 month
Avg. time to value/ROI
1 month

Problem

Business and shared services agents spend most of their day performing repetitive, low-value tasks in emails, tickets and service requests. This is impacting their productivity, preventing the team from hitting its targets and scaling to take on new work and services.

Services leaders lack the data they need to cut costs, adhere to SLAs and improve the customer experience. Manual processes to capture management information (MI) are costly and time-consuming.

Solution

Re:infer Communications Mining understands every business services conversation across all channels, whether voice or text-based. A no-code solution, it automatically discovers and tags valuable insights, including drivers of workflow, handling time, agent performance and productivity.

Business and shared services leaders gain real-time visibility into trends and service levels, enabling continuous improvement and getting ahead of systemic issues through better resourcing.

Benefits

Communications Mining gives you complete visibility over service levels and communications channels, enabling you to:

Achieve operational efficiency and service transformation

Realise faster, more accurate and cost-effective MI capture. Achieve faster identification of issues and opportunities for cost reduction, increased efficiency and service improvement.

Monitor and optimise agent performance

Boost agent performance and productivity to maximise case resolution and improve SLA adherence. Identify and encourage the agent behaviours that contribute to fast case resolution and improved outcomes.

Identify and quantify change opportunities

Cut costs and grow efficiency by discovering and building a pipeline of change opportunities for elimination or automation.

Improve planning and resourcing with data-driven decisions

Identify the root causes of requests and service tickets. Resource effectively to address them and improve staff retention by easing the pressure on agents.

Trusted by leading organisations to drive digital transformation

Hiscox saves £240k and halves handling time with Communications Mining

Specialist insurer Hiscox used Re:infer Communications Mining to discover process inefficiencies in its underwriter workflows.

  • £240k saved in FTE cost avoidance
  • Time taken for work to enter workflow down from 2-3 days to 2 hours
  • Request turnaround reduced from 5-7 days to 3.7 days

Learn more

Communications Mining Explained

Communications Mining provides accurate, scalable and repeatable conversation analytics capabilities for discovering change opportunities.

Using state of the art natural language processing technology, Re:infer detects process inefficiencies, exceptions and risks expressed in communications data.

Communications Mining is suited to multiple cost levers, including automation, self-service, workflow, systems and data.

Learn more about Communications Mining

“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever."

Turn business conversations into business value

Turn any conversation into actionable data

Drive operational efficiency and optimise the customer experience with Re:infer’s Conversational Data Intelligence Platform.

Extract crucial insights and automate manual service requests with Re:infer’s Conversational Data Intelligence Platform.