Eptica Enterprise Suite 9.0 increases operational excellence and deepens customer understanding

Reading, 19 November 2013, Eptica today launched Enterprise Suite 9.0, which transforms customer service by applying linguistics and natural language processing across all digital channels and languages.

By using linguistic search, automatic language detection and context-based sentiment analysis with all incoming emails, online questions and social media messages, Eptica Enterprise Suite 9.0 enables businesses to harness the power of linguistics to achieve operational excellence, increase satisfaction and gain a closer understanding of customers. It delivers lasting benefits beyond customer service, providing deep insight into the Voice of the Customer, integrating with company Big Data programmes and underpinning predictive analysis of customer behaviour.

Businesses today face exponential growth in customer enquiries across multiple channels and devices – and need to react quickly to meet rising consumer expectations. 80% of this contact is unstructured[1] (not organised in a pre-defined format), making it difficult and time consuming to act upon. By applying linguistics, the scientific study of language, Eptica Enterprise Suite 9.0 enables organisations to meet these challenges, increasing efficiency and improving the customer experience.

At the heart of the Eptica Enterprise Suite 9.0 is Eptica Linguistic Service (ELS). This powerful set of capabilities has been developed from the technology acquired in the 2012 acquisition of linguistic pioneer Lingway. ELS is supported by Eptica’s in-house team of linguists, ensuring it continues to develop and evolve as language changes now and in the future.

“To cope with the scale of customer service in an omnichannel world, businesses need to look at smarter ways of working,” said Olivier Njamfa, CEO and president, Eptica. “The linguistic technology within Eptica Enterprise Suite 9.0 allows customer service teams to benefit from a powerful new perspective, enabling them to improve the quality of customer service and work together with the rest of the business to understand consumer behaviour. We believe linguistics will be a vital component of tomorrow’s customer service. Thanks to Eptica, customers can benefit from this future innovation now.”

Eptica Enterprise Suite 9.0 integrates customer service with the overall business to support wider objectives. Marketing departments gain a true insight into the Voice of the Customer by studying the words and phrases used by customers, both individually and at an aggregate level. This delivers a 360 degree view across the customer journey that is vital to ensuring companies best meet consumer needs.

Additionally, by analysing millions of unstructured customer service interactions, Eptica 9.0 is able to feed into company-wide Big Data initiatives, providing customer intelligence that enables more targeted and effective marketing campaigns as well as predictive analytics of future behaviour.

Eptica Enterprise Suite 9.0 includes the following key features:

Linguistic Search: With its intelligent search engine based on natural language processing, the Eptica platform delivers accurate answers, 30% faster than before. Based on a single multilingual lexicon of over a million words and 300,000 concepts it directly understands the meaning of questions, regardless of market sector, context or the type of language used, including slang or text speak/Twitter. Delivered through both web self-service and internally to contact centre agents, it improves operational efficiency and increases customer satisfaction.

Meaningful content extraction: Eptica Enterprise Suite 9.0 ensures that it only analyses the relevant parts of a message, automatically removing elements such as email signatures legal notices and greetings. This enables faster, more accurate sentiment and trend analysis, unaffected by superfluous information.

Automatic language detection: Able to recognise 14 languages, including English, French, Chinese, Japanese and Korean, Eptica quickly routes incoming messages, such as emails and tweets, to the right agent or department to ensure a fast, tailored response.

Sentiment analysis: By detecting message tone (positive, negative or neutral) queries can be prioritised accordingly. Not only does this enable timely interventions for urgent enquiries, it provides wider insight into overall customer trends across every contact channel.

[1] Merrill Lynch, Enterprise Information Portals report