Business Services Analytics
Finance, HR and Operations leaders use Communications Mining to enhance service, boost agent productivity and drive operational efficiency
Mine voice and text conversations for the insights that grow business value and service efficiency.
Problem
Business and shared services agents spend most of their day performing repetitive, low-value tasks in emails, tickets and service requests. This is impacting their productivity, preventing the team from hitting its targets and scaling to take on new work and services.
Services leaders lack the data they need to cut costs, adhere to SLAs and improve the customer experience. Manual processes to capture management information (MI) are costly and time-consuming.
Solution
Re:infer Communications Mining understands every business services conversation across all channels, whether voice or text-based. A no-code solution, it automatically discovers and tags valuable insights, including drivers of workflow, handling time, agent performance and productivity.
Business and shared services leaders gain real-time visibility into trends and service levels, enabling continuous improvement and getting ahead of systemic issues through better resourcing.
Benefits
Communications Mining gives you complete visibility over service levels and communications channels, enabling you to:
Achieve operational efficiency and service transformation
Realise faster, more accurate and cost-effective MI capture. Achieve faster identification of issues and opportunities for cost reduction, increased efficiency and service improvement.
Monitor and optimise agent performance
Boost agent performance and productivity to maximise case resolution and improve SLA adherence. Identify and encourage the agent behaviours that contribute to fast case resolution and improved outcomes.
Identify and quantify change opportunities
Cut costs and grow efficiency by discovering and building a pipeline of change opportunities for elimination or automation.
Improve planning and resourcing with data-driven decisions
Identify the root causes of requests and service tickets. Resource effectively to address them and improve staff retention by easing the pressure on agents.
Hiscox saves £240k and halves handling time with Communications Mining
Specialist insurer Hiscox used Re:infer Communications Mining to discover process inefficiencies in its underwriter workflows.
- £240k saved in FTE cost avoidance
- Time taken for work to enter workflow down from 2-3 days to 2 hours
- Request turnaround reduced from 5-7 days to 3.7 days
Communications Mining Explained
Communications Mining provides accurate, scalable and repeatable conversation analytics capabilities for discovering change opportunities.
Using state of the art natural language processing technology, Re:infer detects process inefficiencies, exceptions and risks expressed in communications data.
Communications Mining is suited to multiple cost levers, including automation, self-service, workflow, systems and data.
- <sub>1<sub>SSON, “SSON Intelligent Automation Global Market Report 2021”, August 6 2021
“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever."
