Real results from real deployments across regulated financial services and trading contact centres. Not benchmarks or projections. What clients have measured in the months following deployment.
The Telegraph's subscriber services team handles a high volume of retention and conversion calls. Understanding which emotional signals in a conversation predict a successful outcome, and which predict churn, was the key to improving both agent performance and subscriber retention. The business wanted technology to understand its customer interactions at a level that manual review simply could not reach.
This technology is extremely valuable,
both in terms of enabling companies
to better understand their customers,
and to ensure that automation is not delivered
at the expense of customer experience."
Pepperstone operates in a highly regulated trading environment where compliance monitoring is both a legal obligation and a reputational priority. Manual review of call recordings was time-consuming, inconsistent and, by definition, incomplete. The compliance team needed a way to focus their attention on the conversations that actually mattered rather than working through an undifferentiated queue of recordings.
Sentient has been an absolute game-changer.
I have used a variety of different call monitoring programs
over the last 11 years and I have never been able
to focus on the more important, high-risk calls.
I am no longer searching
for a needle in a haystack."
A large UK financial services group wanted to understand why some agents consistently outperformed others, and whether the difference could be identified, taught and replicated. The hypothesis was that top performers were doing something emotionally different in their conversations, not just following a better script.
Agents using Sentient Machines metrics
achieved four times the results
compared to those who did not.
The difference in conversion was immediately measurable
and the impact on team confidence
was visible within weeks."