TPG, a leading provider of customer experience analysis services and solutions, this week announced the general availability of Anna, the AI-powered customer experience analysis platform.
TPG claims that Anna can evaluate 100% of the interaction population eliminating sample-based evaluations and provide a view into every voice call and chat communication with customers.
Organizations are faced with a rapidly growing need to continuously retrain front-line agents and improve sales results, operate cost-efficient service operations, and quickly identify negative customer sentiment to initiate corrective actions all while maintaining regulatory compliance. Anna provides a scalable solution that can be deployed rapidly to understand agent sales and service effectiveness, compliance and regulatory adherence, communication delivery, and customer sentiment.
Anna goes beyond traditional speech-to-text methodologies in call and chat evaluation. In less than a minute, Anna uses advanced machine learning to make over 1800 decisions for each interaction evaluated, said the Company.
Lisa DeFalco, Chief Executive Officer, TPG
Today, organizations rely upon sample-based binary decision analysis and review of customer interactions. These limited reviews take weeks to perform and evaluate, leaving most of the interactions unevaluated. This small sample set and long latency instill significant business risk waiting for interpretation and reporting of the findings.
