Customer service and engagement are crucially important aspects of any business.
With the rise of artificial intelligence, new technologies have emerged that use advanced data analytics and machine learning to uncover insights within customer conversations and interactions.
Pathlight, a startup focusing on customer engagement, has recently undergone a rebranding as Echo AI. Alongside this rebranding, the company has introduced new features to its flagship software platform. Echo AI, which operates under the legal entity TTSF Inc., has secured a substantial $35 million in funding from investors including Kleiner Perkins.
The core offering of Echo AI is a platform that utilizes artificial intelligence to identify areas of improvement in customer interactions within call center teams.
By applying AI algorithms, the platform can identify instances where technical support queries have not been adequately addressed.
However, Echo AI has expanded its value proposition beyond this primary function, positioning itself as a marketing tool as well.
The company claims that its platform can extract valuable information regarding customers’ buying preferences from contact center calls. This data can then be utilized in promotional campaigns.
With the recent addition of new capabilities, Echo AI has further enhanced its platform’s marketing features.
One such addition is called Conversation Actions, which detects instances where a customer expresses interest in purchasing a particular product during a call.
Leveraging third-party marketing automation services, the feature enables personalized sales offers to be sent to customers.
Echo AI has also integrated its platform with popular marketing automation tools like Salesforce and HubSpot, as well as customer data platforms (CDPs) that aggregate consumer behavior data for marketers to improve advertising campaigns.
Moreover, Echo AI’s Conversation Actions feature extends beyond upselling opportunities.
It can also automate tasks such as notifying marketers when certain metrics, like the number of users mentioning a competitor during calls, exceed specified thresholds.
Additionally, it can offer incentives, such as discounts, to customers who are considering canceling their subscriptions.
In its latest update, Echo AI has expanded its data sources beyond contact center calls, emails, and texts. The platform can now analyze app reviews, social media posts, net promoter score surveys, and chatbot conversations. By incorporating these additional data streams, Echo AI aims to provide comprehensive insights into shopper behavior.
Echo AI visualizes customer behavior patterns through graphs, facilitating analysis for employees.
For example, it can generate pie charts highlighting the most common reasons for subscription cancellations and track buyer sentiment along with related metrics.
Technologically, Echo AI employs large language models (LLMs) to analyze customer data.
It utilizes both open-source LLMs and commercial models from providers like OpenAI. Customers also have the option to fine-tune the LLMs by training them on internal marketing datasets.
Echo AI’s CEO, Alex Kvamme, emphasizes the company’s infrastructure’s scalability, enabling the analysis of millions of conversations across various dimensions with accuracy and consistency.
With these latest updates, Echo AI aims to extend the benefits of its Conversation Intelligence beyond the contact center, making it accessible to every department within an organization.
Kvamme believes that every employee has a role to play in serving customers and should, therefore, be able to access and benefit from conversation intelligence.
Source: Silicon Angle
