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Understanding Why and What Customers Call About
The Challenge: Why Don't You Know Why Customers Call?
Many businesses struggle to understand why customers are calling. Traditional call centers often rely on Interactive Voice Response (IVR) queues to categorize calls, but this approach has significant limitations:
IVR Limitations
The 80:20 rule applies – while some calls align with the selected queue, a significant number do not due to:
- Customer confusion with menu options
- Overly broad or unclear categories
- Customer desire to bypass IVR and speak directly to an agent
This discrepancy means traditional IVR data often provides only a partial and inaccurate picture of why customers are calling.
of calls don't match IVR categories
20
%
of calls don't match IVR categories
20
%
The AutoInsights Solution
AutoInsights bridges the gap by combining advanced post-call analytics with intuitive categorization, filtering processes, and actionable visualizations.
The "Why": Categories & Topics
AutoInsights uses a structured approach to categorize calls:
- Categories & Subcategories: Broad themes broken into specific subcategories
- Topics: Key points extracted from call conversations
- Actionable Insights: Quantify, visualize and trend the true reasons customers contact you
The "What": Filters & Metadata
To enhance accuracy, AutoInsights incorporates:
- AI-Generated Filters: Contextual markers like product type, service tier, or industry-specific details
- Queue Metadata: IVR queue data overlaid for added context
- Call Summaries: Concise snapshots of each conversation
Data Visualization & Trend Analysis
AutoInsights transforms raw call data into actionable intelligence:
- Clear Visualizations: Interactive charts, dashboards, and heatmaps
- Identify Trends: Track call reasons over time to spot recurring issues and seasonality
- Drive Improvements: Optimize support, refine operations, and align strategies
- Root Cause Analysis: Pinpoint specific pain points in customer journeys
Why Choose AutoInsights?
Unparalleled Accuracy
Overcomes IVR limitations by analyzing actual call content to determine true intent.
Actionable Insights
Clear visualizations of customer call drivers support operational improvements.
Customizable Filters
Adapts to your business needs with industry-specific filters and context.
Scalable Across Industries
Proven success in financial services, automotive, and more.
See the Bigger Picture
With AutoInsights, you can confidently answer two critical questions:
1
Why are customers
calling?
2
What are they calling
about?
Transform raw data into actionable insights, identify trends over time, and improve call center operations while delivering exceptional customer experiences.