Eptica is aiming to transform customer service by applying linguistics and natural language processing across all digital channels and languages with its Enterprise Suite 9.0.
By using linguistic search, automatic language detection and context-based sentiment analysis with all incoming emails, online questions and social media messages, Eptica Enterprise Suite 9.0 enables businesses to harness the power of linguistics to achieve operational excellence, increase satisfaction and gain a closer understanding of customers.
It delivers lasting benefits beyond customer service, providing deep insight into the Voice of the Customer, integrating with company Big Data programmes and underpinning predictive analysis of customer behaviour.
Businesses today face exponential growth in customer enquiries across multiple channels and devices and need to react quickly to meet rising consumer expectations.
80% of this contact is unstructured (not organised in a pre-defined format), making it difficult and time consuming to act upon. By applying linguistics, the scientific study of language, Eptica Enterprise Suite 9.0 enables organisations to meet these challenges, increasing efficiency and improving the customer experience.
At the heart of the Eptica Enterprise Suite 9.0 is Eptica Linguistic Service (ELS). This powerful set of capabilities has been developed from the technology acquired in the 2012 acquisition of linguistic pioneer Lingway. ELS is supported by Eptica’s in-house team of linguists, ensuring it continues to develop and evolve as language changes now and in the future.
"To cope with the scale of customer service in an omnichannel world, businesses need to look at smarter ways of working," said Olivier Njamfa, CEO and president, Eptica.
"The linguistic technology within Eptica Enterprise Suite 9.0 allows customer service teams to benefit from a powerful new perspective, enabling them to improve the quality of customer service and work together with the rest of the business to understand consumer behaviour. We believe linguistics will be a vital component of tomorrow’s customer service. Thanks to Eptica, customers can benefit from this future innovation now."
Additionally, by analysing millions of unstructured customer service interactions, Eptica 9.0 is able to feed into company-wide Big Data initiatives, providing customer intelligence that enables more targeted and effective marketing campaigns as well as predictive analytics of future behaviour.
