TPG Rolls Out 'Anna' Customer Interaction Evaluator

In the US, customer experience analysis specialist TPG has rolled out Anna, an AI-powered platform which it claims can evaluate all customer interactions, eliminating sample-based evaluations and providing a view into every voice call and chat communication with customers.

TPG combines AI with human intelligence, while tapping into 25 years of proprietary learnings. According to the firm, Anna can evaluate 150 times more interactions than a human analyst at similar accuracy rates.

Anna uses advanced machine learning to make more than 1800 decisions for each interaction evaluated; and takes into account the behavioral-based attributes of a call, rather than making a binary decision from mere speech analytics. Users of the solution can identify twenty communications and sentiment attributes. The solution can be used to understand agent sales and service effectiveness, compliance, communication delivery and customer sentiment.

Chief Executive Lisa DeFalco (pictured) comments: 'Anna delivers a solution to deeply understand customer interactions and evaluate agent skills embedded within each call. With over 25-years of data and analysis expertise, the purpose-built AI powering Anna is modeled to understand what motivates customers, sentiment, compliance infractions, and specific attributes observed'.

Web site: www.tpginc.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.