Daisee.12Mth

Daisee is an Australian AI software company pioneering speech-to-text and voice analytics technology. We specialise in automated quality management for customer interactions, script adherence, and AI-driven analysis of unstructured voice data. Our solution is designed to unlock actionable insights from customer interactions and spoken conversations between businesses and their customers. Our conversational intelligence capability provides deep CX insights for clients at scale. This includes reducing complaints, improving CX, reducing compliance risk and improving sales yield. These are extrapolated through triaging calls and automated score cards which identify critical customer service problems on 100% of calls. Notable Features and Customer Impact - Our programmable scorecard automates the QA process and provides quality, compliance, communication, and conduct scores for 100% of calls performed by all agents. Pre-trained ML models help drive speed-to-value with customers deriving insights in weeks (vs months). Reduce exposure to penalties, brand damage, and CX issues including escalations by quickly determining which calls are high risk (e.g. conduct issue). One client saw a fall in High-Risk calls of 95% over a 4-month period using daisee. The propensity to churn modelling was 81% accurate in business-to-business churn prediction (within a controlled environment). Built on 5k records and tested against a different 5k. Optimise Agent Recruitment, Onboarding, Coaching/Training & Quality. AI-powered sensors capable of detecting language subtleties out-of-the-box. This has resulted in a 50% reduction in time to bring new starters up to speed. Daisee insights are a powerful coaching and training tool to boost CX at scale and minimise compliance risk/increase risk maturity. For example, an insurance customer saw compliance scores improve by 200%. Daisee is highly accurate both for transcription and insights providing at human levels of accuracy without bias (e.g. upwards of 94% vs industry standard of 80%). Calls containing revenue opportunities and potential revenue risks identified using proprietary predictive models. Predict up to 75% accuracy for kept promises and 70% accuracy for broken promises with the overall ability to improve positive outcomes (payments). Daisee is able to gauge customer sentiment and satisfaction to uplift CX. We leverage our advanced data science models to identify subtle language traits (and other attributes) associated with positive and negative outcomes in coaching and placement calls. Instances of clients reducing OPEX costs as a result of downsizing their QA team by 38%, just five months after deploying daisee. One customer was able to reduce their QA team from 8 down to 5 with those individuals going into other areas of our business.