Communication happens everywhere in a company with a large share being outward facing communication. Almost all roles within sales departments communicate with various external stakeholders. This ranges from new leads to existing clients. Outward facing communication contains a myriad of important insights for the company such as the customer’s sentiment towards products, specific questions regarding a product or upcoming orders and projects. So far, large parts of those conversations are lost because not everything can be documented in a structured way. And even if information is documented, this consumes a large share of the sales rep’s time which he could spend better!
Communication mining makes data accessible which would otherwise be lost. It allows your company to analyse interactions between the sales department and external stakeholders. Next to direct implications such as reducing manual documentation effort, the data can be used to train and onboard new employees. Moreover can market relevant insights be delivered to Strategy, up-to-date FAQs be generated automatically or feature based sentiment be calculated for Product Management. Communication Mining adds value to multiple stakeholders inside a company and is a key technology for digitally transforming businesses.
At the core of our solution lies the user. She will use the tool on a daily basis and needs to have confidence that her privacy is secured at anytime. Our highest priority therefore is the preservation of the users’ privacy and personal data. We do not want to achieve GDPR compliance but to even exceed the requirements set out by regulatory standards. To do so, we developed a system that filters out any private communication directly on your device. This means that nobody, neither the user’s employer, nor us, will ever see what you are discussing in private.
In the cloud, Natural Language Processing models calculate various metrics from conversation metadata and the text data itself. The raw data as well as the generated insights and statistics are accessible through the Bliro API. The API can be connected to third party solutions but also be used directly by Data Science teams to drive their own analyses. Data visualization tools like Tableau, PowerBI or Quick can also access the data and show the generated insights and KPIs in real time. These insights fuel data based decision making in various departments throughout your company. And of course, the clients keep their ownership of recorded data!