Omnichannel speech analytics platform

Core Idea:
3i TouchPoint Analytics is an innovative omnichannel platform that unifies the analysis of voice, text, and other client communications within a single interface. It harnesses the power of artificial intelligence and machine learning to deliver deep analytics, process automation, and enhanced customer service quality.

The Problem it Solves:

Lack of a comprehensive understanding of customer interactions. Traditional approaches are limited to analyzing individual communication channels (phone, chat, email), leading to missed data and an incomplete picture of customer behavior.
Low efficiency of contact center operators. A significant amount of time is spent on manual data entry, information retrieval, and routine tasks.
Insufficient tools for proactive customer experience analysis and issue prevention.
Key Advantages:

Omnichannel Capability. A unified system for analyzing data from all channels (phone calls, messengers, social media, etc.).
Automation. Automatic CRM data entry, report generation, and real-time suggestions for operators.
Artificial Intelligence. Advanced tools for analyzing customer emotions, sentiments, and intentions.
Improved Customer Experience. Proactive complaint resolution, faster response times, and increased customer loyalty.
Resource Optimization. Reduced operator workload and quicker query resolution through automation and voice assistants.
Integration. Flexible connection to existing CRM, ERP, and BI systems.
This platform empowers businesses not only to optimize current processes but also to build data-driven strategies, enhancing efficiency and profitability.

The development of the omnichannel speech analytics platform 3i TouchPoint Analytics involved the use of the following AI algorithms (artificial intelligence methods):

1. Natural Language Processing (NLP):
Speech-to-Text: Recognition and conversion of speech into text.
Sentiment Analysis: Identifying customer emotions through tone analysis.
Text Classification: Categorizing texts for query routing or topic detection.
Named Entity Recognition (NER): Automatic extraction of key information (e.g., customer name, order number).
Text Generation: Providing operator suggestions or generating automated responses.
2. Machine Learning (ML) Algorithms:
Clustering: Identifying groups of customers with similar queries or issues.
Predictive Analytics: Forecasting customer needs based on historical data.
Recommendation Systems: Delivering personalized offers.
3. Deep Learning Techniques:
Speech Models (ASR - Automatic Speech Recognition):
Examples include Whisper or Transformer-based models.
Text-to-Speech Models:
Examples include Tacotron 2 or FastSpeech for synthesizing speech.
Artificial Neural Networks (RNN, LSTM, Transformer):
Used for sequence analysis in speech processing.

Working solution

Applications in industries and markets where high-quality customer interaction, real-time data analysis, and process automation are crucial:

Government institutions
Telecommunications
Financial sector
Retail and e-commerce
Logistics and transportation
Healthcare facilities
Energy and utilities
Tourism
Education
Manufacturing and B2B, etc.

Key achievements of the 3i TouchPoint Analytics Platform

Implemented Metrics:

Resource Savings:

Reduced contact center operator workload by up to 40% through the automation of routine tasks (e.g., CRM data entry, query classification).
Decreased average client inquiry processing time by 30%.
Productivity Growth:

Improved operator productivity by 25% thanks to real-time suggestions and automated query routing.
Enhanced accuracy of customer sentiment analysis to 95%, enabling swift resolution of issues.
Omnichannel Coverage:

Consolidated data processing from 5+ channels (calls, messengers, social media, chats, and email) into a single system.
Impact on Business:

Increased customer satisfaction (NPS) by an average of 15% due to improved service quality and response speed.
Reduced customer churn by 20% through proactive management of negative experiences.
Boosted revenue through personalized offers based on interaction analytics.

Impact on society:

Improved accessibility of services for the population in government and social sectors.
Accelerated processing of requests in critical situations (e.g., utilities and healthcare).
Promotion of economic digitalization through the implementation of advanced AI technologies.

Uniqueness of the 3i TouchPoint Analytics Project

Complete Omnichannel Integration:
Unlike most competitors, the platform consolidates all communication channels (phone, messengers, social media, chats, email) into a single system for analysis and management, ensuring seamless customer interactions.

Integration of Advanced AI Technologies:

Utilization of cutting-edge LLMs (Large Language Models) for sentiment, context, and emotion analysis with over 95% accuracy, making the platform highly effective for complex communication scenarios.
Real-time implementation of automated suggestions and prompts for operators, reducing their workload and improving customer experience.
Integration with IoT devices (e.g., voice badges, smart speakers).
Deep Personalization:
Real-time analysis of customer behavior and needs enables the creation of personalized offers and interaction scenarios, boosting sales and customer loyalty.

Scalability and Flexibility:

Easy integration with existing CRM and ERP systems via APIs and support for flexible architectures.
Adaptability to any industry—from telecommunications and finance to healthcare and government services.
Economic Efficiency:

Reduction of operational costs by up to 40% and an increase in operator productivity by 25-30%, providing significant competitive advantages for businesses.
Focus on Local Markets:

Consideration of the linguistic and cultural nuances of Kazakhstan and CIS countries, including precise recognition of Kazakh and Russian languages, making the solution stand out regionally.
Unique Analytical Capabilities:

Advanced predictive analytics algorithms that not only identify problems but also prevent them, reducing customer churn and enhancing loyalty.
The key distinction of the 3i TouchPoint Analytics Platform lies in its combination of innovative technology, omnichannel approach, and adaptation to the local Kazakhstani market, making it a universal and powerful tool for companies aiming to improve customer interaction efficiency and ensure long-term loyalty.

Taking into account experience and national-level support, our development plans for 3i TouchPoint Analytics include:

Scalability Opportunities:
• Geographical Expansion:
o Integration of global languages (English, Chinese) to operate in international markets.
• Performance Enhancement:
o Supporting larger organizations with thousands of operators and millions of inquiries using cloud technologies and scalable architecture (AWS, Azure, GCP).
o Expanding omnichannel capabilities by connecting new communication platforms (e.g., TikTok, Telegram channels).
Potential Development Directions:
• Innovative Technologies:
o Implementation of generative AI (e.g., GPT-5) for more complex query analysis and automatic response generation.
• Vertical Integration:
o Developing turnkey solutions for key industries (e.g., medical analytics for health insurance, HR process automation for large corporations).
• Social Initiatives:
o Creating solutions for public services to improve accessibility and quality of citizen support.
o Developing systems for educational institutions to accelerate communication processes between students and administration.
• Sustainable Development:
o Optimizing energy consumption of AI systems and transitioning to eco-friendly data processing solutions.
Main Goal:
To become a leading Kazakhstani provider of omnichannel platforms in the CIS market and beyond, leveraging innovation, flexibility, and localization of solutions to meet the needs of specific industries and regions.

Independent development, powered by the Team's core members