Customer-brand conversations across digital channels are an invaluable source of insights for businesses. They can help identify why customers leave, how to prevent revenue loss, and how to optimize support costs. Fractal's Customer Interaction Insights (CII) processes and analyzes customer interactions like voice calls, chat and call transcripts, and social media interactions to derive actionable insights for customers and support  agents. CII is built on top of standard and highly reliable Azure capabilities like Azure functions, Azure cognitive search, Azure Document Intelligence, Azure OpenAI APIs, and Azure Cosmos DB.

CII can be leveraged across industries including:

• Healthcare (Payors)
• Media, Telecommunication, and ISPs
• Consumer package goods companies and retailers
• Banking and insurance
• Any company providing direct to consumer online and/or telephone support.

Key features:

• Leverage best-of-breed speech recognition and natural language understanding models with an average accuracy of >93%.
• Can process mono-channel audio
• Supports multiple languages and accents
• Leverages, through Azure OpenAI and other Azure-hosted AI models, advanced generative AI LLMs to derive and generate call drivers and intents without supervision
• Generates insights like churn risk indication, escalation, sentiment, competitor mention, and more.