3i TouchPoint Analytics

3i TouchPoint Analytics is an intelligent solution for automated analysis of conversations between employees and customers in retail outlets, for example, at the checkout, in the trading room or in the operating room.

According to the developers, the solution is endowed with powerful analytical tools and allows you to process speech and text data.

The native API allows you to seamlessly interact with other systems and business applications to obtain input and upload results, for example, to BI.

The system allows you to hear the true "Voice of the Employee" and "Voice of the Client," helps identify drivers to increase sales potential, find out the real reasons for customer dissatisfaction and optimize business processes to achieve target KPIs.

Tasks to be solved:

• Monitoring compliance with sales scenarios
• KPI Optimization for Sales Personnel
• Objective Quality of Service Control
• Reduce costs for undercover buyers

Principle of operation:

Sound pickup is carried out using special microphones installed in places of contact with the client. Using native speech recognition technologies, the resulting audio data is automatically converted into text with high accuracy.

The analytical platform automatically performs high-precision classification of the obtained text data, extracts linguistic information, recognizes objects and connections between them, reveals specific facts.

Intelligence allows you to identify:

• Hidden problems
• Reasons for customer dissatisfaction
• Reasons for not buying
• Sales Script Deviations
• Behavioral patterns

2024: Support for analytical work with video files

3iTech (DSS Lab LLC) on May 31, 2024 announced the improvement of its 3i TouchPoint Analytics voice analytics system.

The updated version of the product was enriched with a large number of additional functions that take into account all the requirements collected from customers, which makes the product, according to the developer, flexible not only for the Russian market, but also for the international one.

We initially follow the preferences and needs of customers, studying all the features and difficulties of the work of contact center operators in order to simplify it as much as possible. Having such a long-term expertise, we can significantly increase the efficiency of the contact center of our client as a whole, "said 3iTech General Director Alexei Lyubimov.

A total of 11 major changes have been implemented. Support for analytical work with video has been added to the system files. It is very relevant for those customers who organize their work in, and remote mode want to extract new knowledge for themselves from video meeting recordings. Viewing and searching information takes place in a single interface with the registration of significant events.

Added functionality in the area that voice biometrics allows you to enrich analytical speech by data determining the announcer by voice.

Now the system is able to recognize several languages ​ ​ at the same time in one document. This greatly simplifies working with multilingual dialogs and provides more accurate recognition, since each language is processed by the corresponding model. In addition, the 3iTech is already testing the next release of 3i TouchPoint Analytics with the built-in tool of the Large Language Model 3i LLM in May 2024, and is preparing to launch it on the market in June 2024.

2022: Integration with Aurus PhoneUP

The 3iTech company and the Novosibirsk company Aurus have entered into a strategic technological partnership. Aurus announced this on August 1, 2022. Through the partnership, Aurus and 3iTech have implemented native support and seamless integration between their flagship products: Aurus PhoneUP and 3i TouchPoint Analytics. Read more here.

2020

An opportunity to understand youth slang and confusing conversational speech

3iTech On May 22, 2020, the company announced that it had optimized the speech model that is used in the speech recognition system. 3i ASR Now the platforms that are built on this speech engine (3i speech analytics TouchPoint Analytics platform and - cloudy AI platform) 3i VOX will be able to "understand" youth slang and confusing conversational speech. More. here

Standard for assessing the quality of work of contact center employees

3iTech and InfoQubes presented in April 2020 a tool to improve business efficiency by developing a standard for assessing the quality of work of contact center employees. The approach involves the use of speech technology and speech analytics. The evaluation methodology, parameters and model are integrated with the 3i TouchPoint Analytics platform.

The main advantage of the developed 3iTech standard is its connection directly with key performance indicators (KPIs) of personnel. The metrics that companies use now only indirectly reflect the work of employees. The new quality assessment standard required the development of a methodology, the introduction of parameters and the creation of a Service Performance Index (SPI).

"Using a new standard describing the activities of contact center workers has expanded the capabilities of the 3i TouchPoint Analytics voice platform. Now she not only analyzes the dialogues of employees, but also, having identified shortcomings, offers a way to improve the quality of work, "says Dmitry Makarenko, director of business development at 3iTech.

"The methods of employee quality control transferred from abroad to Russia are often either not adapted or interpreted by the head of the department due to personal understanding. And if the head of the quality control service changes, then approaches to assessing the quality of work of employees often change. We propose to automate and unify the process by "sewing" standards into an intelligent platform. Moreover, our standards, unlike most other ones used by the business, correlate with KPI indicators, "says Pavel Linyuchev, CEO of InfoQubes.

The 3i TouchPoint Analytics platform uses 16 key parameters to assess the quality of work of contact center employees. Among them, both standard ones - "politeness," "call duration," "correctness of brand mention," "use of stop words," and unique ones - "correctness of the dialogue structure," "smile when communicating with the client." The system is flexible for customer tasks.

2018: Announcement

On April 5, 2018, the 3i Technologies Consortium announced the development of an intelligent retail solution, 3i TouchPoint Analytics, which automatically analyzes conversations between employees and customers in retail outlets.

According to the developers, monitoring the communication of employees with customers will improve the quality of service, monitor compliance with the recommended interaction scenarios, increase customer loyalty and, ultimately, increase sales.

3i TouchPoint Analytics, by analyzing employee-customer conversations, helps identify implicit growth points to increase sales potential, find out the real causes of customer dissatisfaction, and optimize business processes to achieve target KPIs.

As input data can be used as a record from external microphones mounted in places of contact of employees with customers, for example, on cash desks in the trading room or in the operating room of the banking department, and recordings of telephone conversations from the contact center.

The 3i TouchPoint Analytics intelligent core is based on 3i Technologies' own speech and semantic technologies. The system automatically recognizes spontaneous speech with an accuracy of 85-95%, depending on the quality of recording and the presence of extraneous noise. The data is processed by analytical tools. The resulting text is automatically tagged and classified. Keywords and phrases are distinguished from it, context is analyzed. As a result, a regular automatic report is formed, which helps to highlight problem areas and adjust business processes, including the work of personnel. For example, change the motivation system, conduct additional training, or reallocate resources based on personality characteristics to achieve the required KPIs.

Retail is rapidly evolving and increasingly consuming high tech, including systems built using artificial intelligence. Our development is an opportunity for domestic retail chains to improve the level of service quality, while reducing the cost of secret buyers and supervisors, "said Alexey Lyubimov, Chairman of the Board of Directors of the 3i Technologies Consortium.