geniianalytics.com

✨The Genii is out the bottle! - Genii's GenAi Powered features!✨ - Click here!
Book a Demo
Get In Touch
Edit Content
Menu
Book a Demo
Get In Touch

GenAi

Introducing Genii's
GenAi Powered Features!

✨Wishes do come true?✨ – this Genii heard you. We are thrilled to announce the release of Genii’s GenAi powered features. We are on a mission to transform your experience with Genii Interaction Intelligence, leveraging the power of Generative AI.

Our first feature release focuses on our root cause capability, empowering our users to easily summarise key insights by root cause with associated contact reasons / outcomes by agent.

This is the first of many to come… who said you could only have 3 wishes!

Genii’s GenAi powered  features: Alpha Release

Summary

Automatically identify and summarise key themes and topics based on user comments related to selected root causes. This helps users focus on the most important issues without having to read through all the commentaries. Additionally, it offers the ability to refine root causes, providing a deeper level of analysis.

Agent Reason Distribution

This root-cause feature surfaces and counts the primary demand type or type of outcomes by agent. It provides performance insights by identifying which agents frequently encounter problems with specific contact reasons or outcomes. This helps to pinpoint those agents who more frequently experience ongoing & underlying barriers with specific types of client engagements.

Reason Distribution

Reason Distribution provides insights by listing the percentage of contact reasons or outcomes for a selected root cause. This allows for impact assessment, helping users understand which demand types or outcomes are most affected by specific root causes.

Selection Frequency

The Interaction Dashboard’s Selection Frequency section includes a GenAi Summary feature. It summarises comments and themes based on the most selected root causes, offering detailed analyses of key issues. Additionally, it helps build and refine new root causes, including understanding those categorised as Not Listed or Other.

Questions? Let's connect.

Get In Touch

Let’s connect for a no-obligation, 30-minute introduction call to explore how we can support each other.

During the call we will:

  1. Understand where you are at and your current challenges & opportunities.
  2. Share success stories from clients we’ve helped.
  3. Offer insights for your Conversational Analytics roadmap.

GENII INTEGRATION WITH SPEECH ANALYTICS

Genii’s Interaction Intelligence, driven by Human-led Deep Conversational Analytics, offers clients comprehensive insights into business and operations performance. Available in three solution formats. Clients typically begin with Discover™ to understand the value of interaction intelligence, then integrate it into their operations or outsource their interaction intelligence needs to Genii.

Callminer

Drive better business decisions and transform your growth with the industry’s most powerful automated conversational analytics platform. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer engagement available in various local and global languages. Genii is a tier 1 registered global reseller of CallMiner. Genii’s domain expertise plus CallMiner’s advanced automated conversational Analytics platform makes us a powerful combination for all your speech analytics needs.

CALLBI

Automated Conversational Analytics made easy. Callbi is a global speech analytics software solution. It makes speech analytics easy to deploy, use and add value to your business, at a surprisingly low cost. Genii is a local South African registered reseller of Callbi. Genii’s domain expertise plus Callbi’s easy to use solution makes us a compelling value proposition to get started with automated conversational analytics and scale the ROI you get from it fast.

MANAGED SERVICES

As Genii’s Managed Services solution hit the market, we were requested for a cost model that would be a like-for-like replacement of their current QA cost structure. As the Genii Analytical QA solution was a natural progression from traditional QA to interaction intelligence, we’ve worked with several brands to do just that. Genii’s managed services offering is designed to free up capacity within our client’s business, to focus on driving change and not expend effort on doing interaction intelligence assessments. It has been successfully used by many brands to leave the analysis to an unbiased external expert and transition their current traditional QA capability into an Interaction Intelligence Centre, empowering them with the actionable insights required to drive change.

APPLICATION

Through Genii’s Application capability Genii has popularised the concept of using Deep Conversational Anlaytics™ to upgrade the traditional QA function into an Interaction Intelligence Centre. As we developed and pioneered Insights-As-A-Service in the market our clients became increasingly interested to use the technology we developed to use themselves. QA seemed to be a perfect fit where resources were already listening to calls. Over the last 5 years, we have enabled our clients to transition from a traditional 2-D Scorecard QA approach to a 3-D interaction intelligence approach. This has provided our clients with the necessary ongoing depth of analysis and given them the ability to target, action and track change initiatives at a much more granular level. This has resulted in our clients having achieved phenomenal and lasting business and operational performance results.

Discover

Genii’s Discover solution transforms customer interactions into actionable business Intelligence. Genii’s interaction intelligence technology and Deep Conversational Analytics™ approach is used to complete the analysis on customer interactions. This can be done across all channels and any languages in cycles of 4-6 weeks each. Clients have used this capability to pilot interaction intelligence, as a point solution to do deeper learning on their chronic issues, or as an external industry benchmark capability to see where they stand compared to their industry peers.