CUSTOMER SERVICE PERFORMANCE IMPROVEMENT

Conversation Analyzer

Conversation Analyzer

Performance improvement starts with the right data.

In order to determine the right course of action, you must first understand specific gaps that are causing customer experience issues.

Close Gap Chart

To ensure you have a full breadth of VoC data to help you explore and pinpoint areas needing attention in your organization, we are pleased to bring you the J.D. Power Conversation Analyzer.

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Customer voice and chat conversations are an untapped dataset with massive enterprise value. The J.D. Power Conversation Analyzer, powered by Tethr, analyzes phone conversations and chat sessions to provide rich insights across 50 areas critical to customer experience. The Conversation Analyzer Diagnostic is a one-time assessment of 50,000 interactions that helps companies zero in on the specific areas that are driving negative customer experiences.

HOW DOES IT WORK?

With the Conversation Analyzer, we analyze up to 50,000 calls* to provide:

  • Impact across 50 distinct insight categories based on J.D. Power’s industry best practices methodology
  • An Automated Effort score (1 to 10) is calculated for every call using the Tethr Effort Index
  • A review and readout of the results by a J.D. Power consultant

Clients receive results 2 weeks from receipt of recordings and have access to the platform for 90 days with the option of an ongoing subscription. Users can also search the transcripts within the entire call archive.

*assumes a 6-minute AHT

What is the Tethr Effort Index?

Provided by Tethr, TEI (Tethr Effort Index) is the market’s first machine-learning based predictive effort score. TEI is an AI-derived metric, which measures the effort for each customer interaction based on more than 180 independent variables and thousands of discrete phrases and utterances. The TEI is a composite index that can be used to reduce customer friction, improve rep performance, and benchmark the relative ease of customer experiences.

Let's Connect!

Contact us to learn more about J.D. Power's Customer Service solutions!

You can download the product brochure here