Communication Insights

Aportio turns communication into insights to help you drive efficiencies, identify automation opportunities, and understand customer needs.

Recently released * Insights for text communication!

Businesses need insights that help improve customer experience

 

Clear visuals make it easy to take the right action

Understand what matters to customers, how they are asking, how often, why, and when.

Businesses need to understand clearly why customers contact them: the sentiment, whether it is due to a failure earlier in the channel; and how often the same problem is repeated. It is so important to understand customer behaviour and how you can improve satisfaction – reducing customer churn with reduced cost to serve.

Aportio analyses text communication between you and your customers.

A simple email relay or upload of your text files to Aportio – one time or continuously – and we will provide you with relevant feedback about intent, topic, urgency, and sentiment. We focus on the things that matter to your customers so you can focus on resolving the underlying issues.

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Aportio – Email Specialists

InboxAgent recognises that emails are a rich source of information about customer preferences and views

Aportio’s InboxAgent is a unique AI tool that reads and analyses emails to and from customers and turns them into real insights about what customers are thinking.

Until now, email has been the most difficult channel to manage. Aportio’s approach to understanding emails means a new high in classification accuracy levels – which means that you can rely on the insights without the limitations or distortions experienced by traditional email management tools.

InboxAgent reporting focuses on the themes which help you understand why your customers are emailing you – getting to the right resolver group faster so they can fix the customer’s problem and get to the root cause.

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Recently Released

 

Now available – sentiment & insights for email & other conversational text

Call notes! Customer feedback surveys! Live Chat! Social media communication! Voice to text translations!

Our analytics engine now provides feedback for text-based conversation in addition to email. Using the technology that enables us to achieve outstanding accuracy levels in email, Aportio now provides analytics so you can understand what customers are saying in other channels.

  • Understand what topics are getting the most attention from customers.
  • Learn what is frustrating or delighting your customers.
  • Identify potential churn risk early.
  • Find opportunities to grow revenue or reduce cost.
  • Pinpoint training opportunities for your agents.

Smarter than your average call centre

A guide for IT leaders on using AI to optimise the email channel in contact centres

Find out how to free up time for your customer service agents with artificial intelligence in your email channel so they can better focus on customers’ complex needs.

Download the eBook