Guild Insurance, a provider of insurance for businesses and professionals, has adopted Call Journey’s proprietary AI-powered solution to help identify problems and opportunities from each voice interaction with its customers.
The conversation analytics technology, called Emotive Voice Streams (EVS), allows Guild to drill down into their sales and services call cues to analyse customer sentiment, identify root causes of customer churn, and monitor each agent’s performance.
Paul Humphrey, CEO of Call Journey, said both Guild and Call Journey believe they “need to listen to what customers are actually saying” to drive business growth and success as well as “provide the best customer experience while maintaining high levels of compliance.”
“We’re an Australian-born company, so our technology is built to comply with the strict data privacy requirements we have here and to cater for the wide and varied English languages spoken in Australia,” Humphrey said. “Our technology enables Guild to drill down into their complex voice conversations securely and mine invaluable business insights.”
Ian Moses, head of regional operations at Guild Insurance, commented: “Since we’ve implemented Call Journey’s conversation analytics technology, it has already helped us securely gain rich insights about our customer interactions. Through these insights, we can develop improved products and services to serve our customers better.”