Communications mining focuses on understanding and extracting value from communications processes from various sources such as emails, social media posts, customer reviews, tickets, survey responses, case notes, and more.
Organisations that integrate communications mining into their operations experience:
Improvement in process efficiency and decision-making speed
saved operational costs related to manual data processing and analysis
Finding Automation Opportunities
Voice of the Customer Analysis
Auto-Routing of Cases and Tickets
Email to Ticket Automation
Continuous
Improvement
Auto-Routing of
Transactional Requests
Query Management and Automation
Conversion and Customer Retention Optimisation
How your business can use communications mining
Transform your business communications with three solutions
1. Extract insights from your conversations
Utilising AI, communications mining can:
Extract the most important data from inbound messages including intents, reasons for contact, sentiment, and emotion
Automatically identify message clusters that reveal repetitive processes, requests, and issues
Continuously retrain processes to ensure the ongoing discovery of valuable insights
Identify problems, inefficiencies, and new opportunities for automation and improvement
Empower businesses to make informed decisions and optimise their operations effectively
2. Monitor your communications
The ability to monitor communications provides businesses a tailored, up-to-date view of all service channels, extracting the information that matters most to them
Your business will have the ability to:
Monitor trends and assess service quality and performance across all levels using integrated analytics
Have access to customized and real-time alerts allowing for teams to quickly address emerging issue
3. Deploy communication
automation tools
Utilising the data extracted from your communications, conversation-based processes such as transactional requests and workflows can be automated.
Provides end-to-end automation for:
Tasks such as triaging emails, updating customer information, and case creation
Complex messages, containing multiple different requests
Can integrate with existing businesses platforms such as SAP
