The authorized expertise firm Case Status right this moment unveiled Consumer Intelligence, an AI-driven platform that the corporate says represents a big shift from reactive shopper administration to predictive shopper engagement.
The corporate introduced the launch earlier right this moment at its inaugural Client Experience Summit in Charleston, S.C., positioning the platform as a “system of motion” relatively than only a system of document.
(I’m attending the summit and can report extra about it afterward.)
“We’re coming into a brand new period the place shopper and agency information drive AI-powered insights that ship measurable enterprise impression,” stated Keith Kitani, chief product officer at Case Standing. “Consumer Intelligence permits companies to shift from reacting to shopper must anticipating them, leading to stronger shopper relationships, better operational effectivity, and accelerated development.”
Past Internet Promoter Scores
“If you happen to speak to a shopper they usually’re cussing you out, you don’t finish the cellphone name saying, ‘Hey, zero to 10, how possible are you to refer me to a pal or colleague?’ They’re undoubtedly going to hold up on you.”
Consumer Intelligence goals to foretell shopper dissatisfaction earlier than it happens, drawing on Case Standing’s intensive dataset of 21 million messages, 280,000 NPS scores, and 150 million cell app actions from simply the previous yr alone.
The Triage System
On the coronary heart of Consumer Intelligence, Seavers informed me, is a product known as Triage, which identifies each doable motion inside the Case Standing platform, prioritizes them, gives context, and pre-completes duties for workers overview. The system goes past easy automation by incorporating firm-specific information and shopper historical past.
Examples embrace mechanically drafting responses to shoppers misplaced outdoors the courthouse earlier than a listening to, or proactively reaching out to shoppers who usually miss appointments with customized steerage together with addresses and reminders in regards to the significance of attendance.
“As a substitute of Case Standing being a device the place individuals ask questions and also you reply like a assist device, it queues up and makes shopper engagement utterly prescriptive in the best way that we advocate how they look after these shoppers,” Seavers stated.
Knowledge-Pushed Strategy
The platform leverages a number of information sources together with agency web sites, information banks, and communication histories to create what the corporate describes as “a single AI-powered ecosystem.”
It describes the parts of that ecosystem as:
- Knowledge: Leveraging agency, shopper, and case information – together with platform metadata and exterior inputs like VoIP – to determine patterns and tendencies.
- Insights: Utilizing AI to interpret intent, emotion and context whereas predicting shopper wants, anticipating challenges, and recommending subsequent steps.
- Brokers: Utilizing brokers to automate workflows, prioritize work, improve shopper experiences, and allow employees to ship higher outcomes.
Obtainable to All Subscribers
Consumer Intelligence will likely be out there throughout all Case Standing subscription tiers, in order that companies of all sizes could make use of its capabilities.
Subscribers in upper-level tiers could have entry to enhanced Consumer Clever capabilities, the corporate stated.
“Consumer Intelligence helps companies unlock the ability of the information they already need to ship extraordinary worth,” Seavers stated. “That is the way forward for authorized shopper engagement – extra predictive, extra proactive, and extra client-focused than ever.”
