Platform
The Fizzback Engagement Platform enables multi-channel customer communication, either initiated by the customer or the company, in an automated or intervened manner.
Unstructured customer feedback is collected through Fizzback Channel Connectors covering SMS text, email, voice, web and comment cards. Fizzback’s unique artificial intelligence engine categorises and structures this data, extracting meaning and context and in many cases, location. The engine learns from each interaction, copes with poor grammar such as text speak, and having processed over a million messages, has become very smart indeed. The engine reveals its level of confidence for understanding each interaction, and in rare cases where it isn’t sure, it can ask the customer for missing information.
The derived meaning is used in four main ways:
- A tailored, in-context response is sent to the customer
- Relevant staff are immediately alerted to take action on a specific issue
- A real-time dashboard is populated with both the verbatim comments (including audio files where relevant), the derived categories and key performance indicators. The dashboard is customized to the user’s information needs and allows business to steer by voice-of-customer
- Data is integrated into third party systems (such as CRM and incentive systems) to ensure information consistency and drive action and employee behaviour
A fully hosted platform, no IT integration is required. Just a browser is required, and the Real-time Dashboard supports all major browsers. The Fizzback Information Gateway supports data exchanges through standard web services protocol.
