Gain an unbiased understanding of the intents behind consumer touchpoints, their sentiments, sub-intents, hierarchies, and impact on key performance indicators (KPIs) within the business:

• Customer pain points: Voice of the customer analysis (IVR voice transcripts, emails, live chat, support feedback surveys, etc.).
  
  
• Call prevention: Identify intents that are good candidates for proactive messaging.
  
  
• Self-service and automation: Identify intents that are good candidates for "AI-powered self-service".
  
  
• Self service improvements: Identify interactions where customers' attempts to self-serve have failed.
  
  
• Optimize your IVR journey: Improve containment and identify IVR changes by combining call analytics with IVR flow analytics.

Understand the flow of customer-agent conversations and intent resolution through the automated creation of Conversation Flow Maps:

• Enhance agent performance: Identify agent training opportunities to address inconsistent or inefficient customer handling.
  
  
• Effective process improvements: Identify process and communication improvements to reduce specific interactions (boomerang calls, repeat touchpoints).
  
  
• Build a foundation for Virtual Agents: Accenture CALM’s key input into conversational design accelerates Virtual Agent creation and identifies exception paths to consider.