In a world where 70% of consumers believe that AI can improve the personalisation and efficiency of the customer experience, and where more than 50% think that companies should make better use of data to personalise their offers (Deloitte 2024 study), companies must intensify their efforts to meet the growing expectations of their customers. Contact centers play a central role in this strategy, but their effectiveness depends on the right tools and intelligent use of data. It is in this context that AKIO is positioning itself as a key player, offering innovative solutions based on omnichannel, Artificial Intelligence (AI) and Voice of the Customer (VOC) analysis.
Omnichannel at the heart of the strategy
AKIO puts omnichannel at the heart of its Akio.cx software suite. This approach enables companies to :
Centralise all customer interactions: Whether via the contact center, telephone, email, chat, or social media, all data is brought together to offer a 360° view of the customer journey.
Ensure consistent responses: Whatever the channel used, customers receive consistent, personalised responses.
Optimise the routing of requests: Requests are directed to the most qualified agents, who have access to the history of the relationship with the customer, via their file.
This omnichannel approach not only improves customer satisfaction, but also optimises the operational efficiency of contact centers by equipping agents with the right tools to facilitate their work.
Artificial Intelligence to boost performance
AKIO integrates several AI-based functionalities to transform customer relationship management:
- Content Generation (GenIA): An AI assistant helps agents write personalised responses and manage multilingual requests, reducing processing time.
- Topic detection and sentiment analysis (Interaction Analytics): AI automatically identifies the main topics and emotional tone of customer interactions, enabling intelligent prioritisation.
- Intelligent supervision: Agents can monitor and adjust AI-generated suggestions to ensure they are relevant.
Advanced Voice of the Customer analysis capabilities
AKIO offers powerful tools for VOC analysis:
- Analysis of all customer content: Email exchanges, chat, telephone conversations, satisfaction surveys, opinions and comments on social media
- Organisation of data by theme and sentiment: Real-time identification of emerging problems and sensitive issues
- Interactive dashboards: visual tools for live monitoring and customisation according to specific needs
- Extraction of insights: Analysis of the customer journey, pain points, identification of quick wins to be shared throughout the company via the alerts and newsletters module
An ethical and secure approach
AKIO makes it a point of duty to develop a responsible and secure AI:
- Certification: AKIO is ISO 27001 certified, guaranteeing high standards of information security and data management.
- Data security: implementation of robust data protection measures, including anonymisation and secure data handling practices.
- Encryption and access control: Use of powerful encryption methods and strict access controls to protect sensitive information.
- Transparency: Clear and accessible documentation on the models and algorithms used.
- Continuous evaluation: Monitoring of non-regression, treatment of potential biases and regular maintenance of training data.
By combining omnichannel, technological innovation and human expertise, AKIO is transforming contact center performance while putting the customer at the heart of its priorities. With its tools based on AI and VOC analysis, supported by an ethical and secure approach, AKIO enables companies to anticipate customer expectations, improve customer satisfaction and strengthen their competitiveness.