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Automated comprehension
"We understand what your customers are truly saying. Automatically."
As customer interactions increasingly shift to social media and mobile platforms, the need to automatically understand natural language communications is paramount. In a global and "always-on" business environment, this requires an enormous amount of human resources.
With VIER Semantic Intelligence, we provide an AI solution to automatically understand customer communications, analyze sentiment, categorize issues, and identify intent.
Our NLU platform (Natural Language Understanding) is able to distinguish and understand the different meanings of phrases by replicating the mental semantics of humans.
"We understand what your customers are truly saying. Automatically."
As customer interactions increasingly shift to social media and mobile platforms, the need to automatically understand natural language communications is paramount. In a global and "always-on" business environment, this requires an enormous amount of human resources.
With VIER Semantic Intelligence, we provide an AI solution to automatically understand customer communications, analyze sentiment, categorize issues, and identify intent.
Our NLU platform (Natural Language Understanding) is able to distinguish and understand the different meanings of phrases by replicating the mental semantics of humans.
How it works
This is VIER Semantic Intelligence
The software automatically detects content-related topics from free-form statements (speech or text), extracts the necessary metadata, and is able to trigger processing to close a case.
Patented process
How semantic analysis works
Understand concern
Understanding customer concerns on any channel and assigning them to predefined business processes, such as cancellation, change of master data, etc.
Extraction of metadata
Extract relevant customer data from the text, e.g. customer number, phone number, bank details.
Database query and validation
Query content from any database, e.g. to enrich the process with existing customer data. Verification of the received and assigned information.
Forward or reply
Automatic reply or automatic follow-up when information is missing or forwarding the request to appropriate department or agent.
Support for request handling
Provide text modules, open processing templates, etc. for fast, case-closing processing when case closure is not possible through full automation.
Automated request handling
Case-closing, fully automated processing of the transaction, e.g. master data update or automatic sending of requested documents.
Features
Semantic AI by VIER
| Features | VIER Semantic AI |
|---|---|
| Required quantities of learning samples per topic | 200 |
| Maintenance and QA during operation | 1 employee of a specialized department |
| Expansion of the wording, e.g. through new products | Only extension of the knowledge base necessary |
| Configuration of new topics | Adding new topics in live operation possible by expanding the knowledge database |
| Email handling with multiple topics | All configured topics are detected independently |
| Traceability of the AI decision | Yes. For each topic identifier, it is possible to specify which specific content criteria will be used as the basis for the decision. |
| Versioning | Yes, by versioning the knowledge base |
| Speed | Able to run in real time even with a high number of topics |
In figures
VIER Semantic Intelligence
VIER Semantic Intelligence
Fields of application
Customer example
VIER Semantic Intelligence in use
E-mail handling at DPDHL
At DPDHL Group, we process around 50,000 incoming emails every month, assign them to 30 topics and extract metadata where possible, enabling automated further processing in the SAP CRM system, among other things.
Examples of topics:
- Document requests (invoice copies, waybills, customs documents, etc.)
- Invoice, fee, dunning and payment complaints
- Master data changes
- Inquiries about open items
- Payment advice
E-mail handling at DPDHL
At DPDHL Group, we process around 50,000 incoming emails every month, assign them to 30 topics and extract metadata where possible, enabling automated further processing in the SAP CRM system, among other things.
Examples of topics:
- Document requests (invoice copies, waybills, customs documents, etc.)
- Invoice, fee, dunning and payment complaints
- Master data changes
- Inquiries about open items
- Payment advice
Cross-channel self-service application
For a German ministry we implemented a cross-channel self-service application in the areas of User Help Desk, Service Request Management and Information and Referral Service. Today, 60 phone lines are switched for the different customers and about 600 agents handle the requests. In the first phase, we integrated our platform-based NLU voice dialog system to make the existing infrastructure smarter and more efficient.
In the future, other channels such as e-mail, letter, voice, chat and web will also be supported by our NLU platform, enabling the automation of service processes on a case-by-case basis.
Cross-channel self-service application
For a German ministry we implemented a cross-channel self-service application in the areas of User Help Desk, Service Request Management and Information and Referral Service. Today, 60 phone lines are switched for the different customers and about 600 agents handle the requests. In the first phase, we integrated our platform-based NLU voice dialog system to make the existing infrastructure smarter and more efficient.
In the future, other channels such as e-mail, letter, voice, chat and web will also be supported by our NLU platform, enabling the automation of service processes on a case-by-case basis.
Your benefits
The patented analysis of written and spoken language optimizes customer communication from routing to case completion and helps to automatically control technology systems based on text or voice input.
Automate routine tasks
Free your employees from repetitive, monotonous work and let the machine take over these tasks. This increases the employee experience AND the customer experience.
Integrates with all back-end and front-end systems
With the open interfaces, you bring the results of the semantic analysis into your email system, your omnichannel platform or your chat modules. The simple transfer of data from existing systems (ERP, CRM, ... ) increases the performance of the overall solution.
Measure and increase customer satisfaction
Our NLU solution offers you a 360-degree view of your customers and thus the opportunity to achieve a noticeable process optimization in customer service. Identify the steps in the customer journey where you can still improve.
Assist your employeees
Do you want to give your employees suggestions for the best possible response to the customer's concern? Understanding the concerns of your customers offers you exactly this opportunity.
Smart reporting
Evaluate daily big data, visualize it with flexible dashboards, and link Net Promoter Scores (NPS) to ratings from open mentions.
Analysis that truly understands
Do you understand the sentence "I hereby revoke the cancellation of the additional option of my contract"? The unambiguous interpretation of even complex statements, which even humans can ponder, helps you to better understand your customers.
For a better customer experience
VIER PRODUCTS at a glance
With our innovative products, we connect you with your customers and support you in all phases of interaction. In our holistic, platform-based product ecosystem, we create individual end-to-end solutions and orchestrate them for you along your value chain for a better and sustainable customer experience.
Talk to our experts
Tell us your goals and we will look at suitable solutions together. Simply contact us using the form and we will get back to you as soon as possible.
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