What is it? 

JOY is a multi-device app that analyzes structured and unstructured data (e.g., voice recordings, e-mails, chats, whatsapp, etc.) from Verint’s Speech and Text Analytics tools in any language supported by Verint so that businesses can exploit it quickly and pragmatically to improve customers’ satisfaction.

By using artificial intelligence, JOY automatically assigns weights to hundreds of variables and calculates a satisfaction score from 0 to 10, without requiring input from either the customer or the employee. Additionally, JOY proposes sets of initiatives and actions that can be implemented to enhance the calculated satisfaction score.

JOY offers businesses both a high-level overview with relevant alerts and a more detailed operational view. This makes it possible to universalize and facilitate the use of Verint's Analytics tools, working as a complimentary solution and making the visualization of results easier.

How does it work? 

After analyzing and categorizing a sample of audios and/or texts using the Verint’s Analytics tools (all sources), JOY analyzes the results and metadata provided by them and infers a score from 0 to 10, allowing the customers to monitor their variables and results as a complimentary visualization to the outputs of the Speech and Text Analytics tools.

The 0 to 10 score (named TSI: Telephone Service Index) identifies the most relevant elements that have impact on the customers’ satisfaction during the conversation. It is calculated considering both the customers’ interactions and the agents’ performance, which allows the users to deeply understand what is behind the satisfaction score. The TSI combines different selected KPIs that are relevant for the company with an unbiased approach. Results are analyzed and explained through dashboards using different perspectives (e.g.: a view by campaign, platform, etc.).

By doing so, in a few clicks every user in the organization, from top to middle management and employees, will be able to understand the company's current situation and to design specific improvement action guidelines based on JOY’s recommendations. This is possible thanks to a friendly UX interface that can be supported by any kind of device (PC, tablet, and mobile phone).

What's required to implement it? 

To implement the JOY application, customers need:  

• Access to the Verint suite to analyze the dataset of customers’ interactions.
• A sample of unstructured data (e.g., voice recordings, e-mails, etc.) categorized using tools provided by Verint.

• Perform an initial set-up, including training the model, after the sample is categorized with Verint tools.

What are the benefits of using it?

UNLIMITED VOLUME: JOY is able to analyze all customers’ interactions stored in the Verint suite. It is capable of analyzing millions of customer interactions.

COMPREHENSIVE APPROACH: Integrates messages from all contact channels that customers use.

NON-INTRUSIVE: Assesses customers’ satisfaction in all the interactions without the need for conducting surveys.

OBJECTIVITY: Eliminates survey biases by analyzing all the interactions.

COMPLETE VISIBILITY: Provides high-level results and facilitates a more detailed view for day-to-day operations.

ACTIONABLE: Provides a simple way to design targeted actions for improving the customers’ experience and other metrics. 

PRACTICAL INITIATIVES: Offers practical recommendations and initiatives, enabling businesses to implement them to improve customers’ satisfaction.