Platform Features
Underlined’s powerful CX Analytics platform delivers actionable insights into customer interactions, enabling you to make impactful changes immediately.
CX Analytics-platform Underlined
Conversation Summaries
Automate the summarization of customer conversations with AI. Quickly generate concise summaries of every interaction to capture the most important insights without going through all the transcripts. This saves time and allows you to respond promptly to customer needs.
Interaction Tagging
Label customer interactions to identify common conversation topics. Evaluate agent performance based on friendliness and politeness and discover actionable insights like missing information or navigation issues. Our AI models, such as the Exact Match and Contextual Insight Model, offer a flexible approach to tagging, improving the quality of customer interactions and addressing customer needs better.
Customer Journey Tagging
Automatically classify customer interactions based on their position in the customer journey, whether before or after a purchase or if they are already in contact with support. Gain a better understanding of where customers are in their journey and take targeted actions to improve their experience at the right time. You can provide personalized and relevant support by gaining insight into the specific phase the customer is in.
PII Masking: Mask Personal Data
Protect your customers’ privacy with PII masking. Automatically detect and anonymize personally identifiable information (PII) in customer interactions, ensuring compliance with GDPR and other privacy regulations while enabling secure analysis and reporting. This ensures the confidentiality of customer data and mitigates risks related to data protection.
Dashboarding
Gain valuable insights with our intuitive dashboards. Use advanced search functionality and AI-driven models to visualize key metrics and take immediate action where necessary for customer experience and internal processes. Our data specialists create standard and custom dashboards in tools such as PowerBI and Tableau, so you always have the insights you need to steer effectively.
Driver Analyses: How to Improve Customer Satisfaction
Discover which factors are the strongest predictors of your CX KPIs, such as NPS, CSAT, and CES. Understand which levers to pull to significantly improve customer satisfaction. With these insights, you can make targeted decisions and implement strategic improvements directly impacting customer experience.
Direct Feedback: Continuously Collect Customer Feedback
Continuously collect customer feedback with our Direct Feedback solution. This provides real-time insights into what your customers are experiencing, allowing you to respond quickly and systematically strengthen customer loyalty. Our solution helps you to turn feedback into action, driving customer satisfaction and boosting loyalty.
See Underlined in Action!
Discover how all available features help you achieve your goal. Underlined is the all-in-one solution for CX Analytics you need to improve customer interactions and make strategic decisions. Learn more about the possibilities and how we can support you.