Customer Experience Engineering

How Real-time Service Guidance Transforms Customer Experience

Emotional and behavioral intelligence

Customer Personality (Feeler)

Typical phrases:

I’m so frustrated. This is making me so stressed up.

NLU Detection:

  • Frustrated

  • Stressed up

Voice Tonality:

Valence: Negative

Temper: High

Arousal: High

Customer Personality (Entertainer)

Typical phrases:

Can you be more specific on what I should do in this situation?

NLU Detection:

  • More specific

  • What I should do

Voice Tonality:

Valence: Positive

Temper: Low

Arousal: Medium to High

Customer Personality (Thinker)

Typical phrases:

Can you elaborate on the steps I need to take?

NLU Detection:

  • Elaborate

  • Steps to take

Voice Tonality:

Valence: Positive

Temper: Low

Arousal: Medium to High

Customer Personality (Controller)

Typical phrases:

Cut to the chase. Just get my problem solved.

NLU Detection:

  • Cut to the chase

  • Get my problem solved

Voice Tonality:

Valence: Positive

Temper: Low

Arousal: Medium to High

Perception Management - Advocacy

Perception Management - Positive Language

Perception Management - Anchoring

Forward Resolution

Emotion AI Filter

Our Emotion AI filter assigns emotional color indicators to every interaction.

Implied Experience

Our emotion AI experience scoring interprets customer emotions and phrases to provide implied customer experience scores.