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otso for QA / QC

otso makes it easy to analyse all of your customer feedback and media mentions, powered by the latest advances in AI.

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Challenges in QA / QC

Data Complexity
Customers provide organisations with a wealth of direct feedback about their key pain points. However, this feedback is largely unstructured, and unlocking its value quickly and at scale is difficult.
Increasing Coverage
Since performing manual QA/QC on customer service interactions is both time consuming and costly, most organisations only perform QA/QC on a small fraction of all interactions. Organisations need to be able to undertake QA/QC on 100% of their customer interactions to truly understand their customer base.
Institutional Knowledge
Processing, output and delivery times vary significantly depending on the experience levels of individual team members. Organisations need to be able to harness the institutional knowledge of their most experienced team members to provide enhanced decision support across the entire team.

Solutions

Domain Specific Sentiment
At otso we have developed state-of-the-art sentiment models to provide a higher accuracy for Australian organisations. These models can be further trained on your specific domain to capture the nuances of sentiment in the voice of your customer.
Custom Natural Language Classifiers
Automate the QA/QC process and identify other key themes (e.g. Retention Risks) from your data with custom natural language classifiers.
Model Verification
Take control and continuously improve your organisation’s model accuracy with our easy-to-use model verification interface.
Save Time, Save Money

Artificial Intelligence provides powerful capabilities for automation, especially for routine tasks. Leverage the power of AI and cloud computing to free up organisational resources, allowing your teams to focus on value-creation work.

Smart Data, Smart Decisions

Avoid the pitfalls of anecdotal evidence, use the institutional knowledge locked within your data to make rigorous data-driven decisions, and bust organisational myths before they take hold.

Drive Change

Identify key drivers of NPS, customer satisfaction, customer effort and other core business KPIs. otso's customisable dashboards support a wide range of standard and custom metrics, and demonstrate the relationship between these metrics and the emergent concepts in your data.

Other Features

Identify key customer pain points and sources of customer effort.
Understand trends over time and identify where customer needs are not being met.
Understand and analyse all channels of customer feedback side-by-side, e.g., service or information requests, compliments or complaints.
Understand Context: otso provides organisation, issue, and industry benchmarks for key metrics, leading to a deeper understanding of the importance and impact of specific issues against organisational and industry baselines.
Move Beyond Silos: Feedback channels and data collection often create 'data silos', trapping your information. otso supports a wide range of regularly siloed data types, to help you obtain a holistic view of issues contained within all of your data.

See the forest and the trees.

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