Utopia AI for Customer Service
Are your customers loyal and happy? Do you know what they want and need? What could you do differently if you knew all the answers?
Utopia AI provides you with new insights into Customer Satisfaction (CSAT) and how to improve it. By performing qualitative analysis on all customer communications in real time, Utopia AI is able to recognize trends and new topics while carrying out continuous quality assurance.
Utopia AI understands the semantic meaning in text and speech-to-text transliterations, allowing you to benefit from text and unstructured data generated by customers in CS interactions. It helps your CS agents to be at their best in every customer interaction, consistently.
Features
Quality check
Measure automatically 100% of customer service communication cases using AI and your quality team’s example evaluations.
Trends
Define automatically trending (new) topics in customer communications.
Qualitative KPIs
Measure automatically e.g. RATER service quality elements: Reliability, Assurance, Tangibles, Empathy, Responsiveness.
Utopia AI for Customer Service
Semantic understanding
Understands the semantic meaning and the context of a communication in any language. Used for moderation, supporting the agent, etc.
Automatic ticket handling
Learns from human decisions how to resolve service requests. Automation rate up to 99%.
Agent selection
Selects the best agent or team to solve a specific issue, adapting to customers’ behaviour, language and other background information.
Compliance
Automatically analyses 100% of the customer service communications for policy compliance.
Tonality of communication
Analyses both agent and customer behaviour in customer interactions. Recognises emotion, anger level, negative/positive characteristics etc.
Qualitative KPIs
Gives reliable numeric scores for customer service quality characteristics, e.g. following the RATER framework: Reliability, Assurance, Tangibles, Empathy and Responsiveness.
Suggested solutions
Offers a list of suitable resolutions for the agent, or decides the action automatically. Provides confidence scores for the suggestions, making it easier for the agent to decide the best course of action.
New trends
Detects emerging trends in the free text communications. It also measures their frequency and how they evolve over time.
Big picture
Draws the big picture by clustering similarities from different points of view. Summarizes the text content using key phrases.
Book a free 30-minute consultation with one of our AI experts to:
-
Evaluate your current solutions
-
Get a free demo tour of Utopia’s Advanced AI
-
Discuss your topics of choice and get detailed answers
-
Discover more about pricing