Customer Experience, a key factor in the success of organisations, is shaped by all the interactions that a customer may have with a company, a citizen with an institution, a patient with his health insurance company, etc. through different contact points and channels. It goes beyond mere satisfaction, incorporating emotional, relational and contextual elements. Building an exceptional customer experience means understanding and anticipating expectations while creating a relationship of lasting trust.
Customer Relations plays a central role in managing customer interactions, using innovative tools. A high-performance Customer Experience strategy is based on making optimum use of the data available from contact centres – e-mails, calls, chat and messaging conversations – and everywhere else where consumers freely express themselves: on social networks and review sites in particular.
Akio Insights: the Voice of the Customer at the very heart of the company
The Akio Insights – Voice of the Customer platform makes it possible to centralise, analyse and share insights within the company to create a customer-focused organisation that enhances client satisfaction and company’s performance.
Akio Insights: a strategic lever for customer experience
Akio Insights is a solution designed to meet the needs of customer experience professionals:
- Omnichannel data collection: interactions from contact centres, voice and digital channels, social networks, forums, opinion sites and satisfaction surveys are centralised in a single interface.
- Real-time AI analysis: analysis of feelings and emotions, categorisation of data by topic and sub-topic, adaptation to the sector of activity and personalisation according to the business case.
- Steering and monitoring platform: intuitive data navigation, interactive dashboards to discover customer insights and make informed decisions thanks to customised reports and automatic alerts.
- AI-generated summaries: reduce the time spent reading and analysing long or complex content, thanks to summaries tailored to the sector and business case.
Artificial intelligence, an analysis tool to enhance the customer experience
- Detection of key topics: to gain an in-depth understanding of what customers are saying, identify the stages in the user journey and the products and services concerned.
- Analysis of feelings and emotions: to detect irritants, customer expectations and feelings, as well as emerging trends and issues.
- Metadata by source: for analysis by segment (ratings, NPS, CSAT, demographic data, etc.).
Akio Insights offers companies a powerful tool for monitoring the customer experience and identifying opportunities for cross-functional improvement.
Data security, a key priority
In a world where data is the foundation of every strategy, data security is paramount. AKIO adopts a rigorous and ethical approach based on five pillars:
- Transparency and explicability: clear, accessible documentation of analysis models.
- Data protection: encryption of sensitive information and rigorous access control.
- Privacy by design: anonymisation of data and respect for privacy.
- Continuous evaluation of models: detection and correction of potential biases, regular maintenance and adjustments.
- Compliance with standards: alignment with industry standards and current regulations.
AKIO guarantees data hosting in France, in Tier III or Tier IV certified data centres. AKIO complies with the most demanding standards (ISO 27001, OHSAS 18001, HDA/HADS) and complies with the RGPD, making it a point of honour to anonymise customer data, guaranteeing confidentiality and security.
Improving the customer experience is no longer an option, but a necessity if you want to stand out from the crowd. Akio Insights offers companies a 360° view of their customers’ expectations and the means to take effective action.