This article describes how to navigate and maximize your use of Call Journey CI’s CI Uncover reports.

Overview

Why are customers calling? What is driving repeat contact? What are they dissatisfied about?

Introducing CI: Uncover, our AI-powered toolkit that provides continuous feedback loops that answer those key questions.

We automatically analyze conversations to uncover and remedy points of customer effort and dissatisfaction.

1. Customer Dissatisfaction and Repeat Call Root Cause Analysis: We automatically flag and profile customer dissatisfaction and repeat calls and analyze their root cause

2. Macro- and micro-level reporting: The intuitive dashboards make it easy for you to identify trends, patterns, and opportunities for improvement in people, process or technology. You can also drill down into specific conversations to gain a granular understanding of customer feedback.

3. Thematic Reporting: The dashboards do the storytelling for you by mining various data points and presenting them in themed reports based on:

   • dissatisfaction

   • productivity and cost efficiency

   • customer sentiment.

Sections

The sections are designed so that the top layer acts as a launchpad, and each subsequent layer becomes more focussed.