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Our Solutions

Customer Experience

In a constant battle for attention, businesses are finding new ways to delight and engage with customers. From product and service development, to the use of data-driven marketing, customer expectations are constantly increasing. The wealth of market competition means customers who are not receiving a quality experience are sure to look elsewhere.

A focus on the customer and their needs is a powerful lens for discovering opportunities to innovate and differentiate. Artificial Intelligence can provide insight, enable valuable interactions, and automate processes where beneficial. This allows for optimal Customer Experience at scale.

Experience

Design Thinking

One of the best approaches to uncovering problems, relevant to businesses and their customers is Design Thinking. This is a framework deployed to best understand exactly what the customer wants and how to help them achieve their goals. For businesses, this is powerful. Precise understanding of the customer allows the planning and deployment of mutually beneficial experiences.

Customer Journey Mapping

This task provides insight into how a customer may interact with a business, moving from initial brand awareness, to purchase, on to customer care and loyalty. Customer actions, touchpoints, and data are mapped against a timeline, giving a visual representation of the journey that can be analysed to identify pain points and relevant solutions.

Workshop

We have developed an insightful and practical workshop which helps you identify priorities and next steps. It follows a rapid design process employed to educate and align teams on what is required to enable an AI-improved Customer Experience. A number of problem solving methods are facilitated to identify relevant opportunities and to formulate a future state AI-enabled Customer Journey.

Artificial Intelligence

Advancements in Machine Learning have broken down barriers between people and computers. While the application of AI is often narrow, accuracy and effectiveness of these systems is in many cases better than that of people.

The goal is to leverage this capability in order to better understand people, interact with them in a more natural way, recognise patterns that people fail to, and discover new insights into the abundance of data around us.

Insight

Social Media Sentiment Dashboard

Social Media Analytics helps you track customer sentiment across millions of data and social media sources, giving you a focus group at your fingertips. Gain relevant insights about your brand, your products, and your competitors. Identify topics, themes, relationships and patterns that you may not have thought to look for, then compare results with other data sources for a more complete view of your business. Finally, present it all with rich, easy-to-understand visualisations.

Product Research and Development
Understand what customers are saying about your products – likes, dislikes, and wish lists – so you’re designing products and experiences that directly match your customers’ needs.

Marketing Strategy
Learn what attributes of your brand resonate the most, so that you can make smarter marketing decisions, without having to resort to time-consuming surveys and costly focus groups.

Competitive Intelligence
Track consumer reaction to your competitor's products and messaging to inform your own market positioning, provide better decision making, and drive revenue.

Personality Insights

Personality Insights leverages linguistic analytics to infer the personality characteristics, intrinsic needs and values of individuals from communications such as email, text messages, social media, forum/blog posts, and more. These insights help businesses better understand their clients and improve customer satisfaction by anticipating customer needs and recommending future actions. This allows businesses to improve new client acquisition, retention, and engagement, and strengthen their relationships with existing customers.

Advanced Market Segmentation
Leverage a combination of business and customer data to develop detailed personality portraits of individual customers.

Improve Customer Acquisition
Leverage the added insight to increase customer response and to generate new customers.

Personalised Customer Care
Deliver specific experiences and interactions based on customer personality characteristics.

Expert Assist

Customer-facing professionals, such as call centre agents and subject matter experts require instant access to information to resolve issues, answer questions or cross-sell/upsell a customer. The Expert Assist solution uses speech recognition to provide AI-powered search, enabling professionals to quickly find and display answers rather than sifting through multiple systems or documents. Expert Assist's ability to understand questions in natural language enables an intuitive and human-friendly interface for users. Expert Assist can adapt to the nuances in language specific to your company or industry, delivering more relevant answers, faster. The system also analyses a customer’s tone to advise the call centre operator or subject matter expert of the caller’s changing emotional state.

Real-Time Insight
Empower agents with real-time answers through real-time speech recognition and answer discovery.

Rapid Customer Service
Improve Average Call Handling Time and reduce churn.

Real-Time Tone Analysis
Analyse a customer's emotional state in real-time to better enable agent responses.

Interaction

Virtual Assistant (Advanced Chatbot)

Virtual Assistant delivers scalable, engaging experiences across all of your business, transforming how you interact with customers and employees. It offers a cognitive, conversational self-service experience that can provide answers and take action. You can easily customise your Virtual Assistant to fit your specific business needs, provide custom content and match your business brand. Additionally, deep analytics provide insights into your customer's engagement with the Virtual Assistant and help with the understanding of changing customer needs. Virtual Assistant can be embedded across a variety of channels including call centre (voice), Web, App, SMS/text, Facebook Messenger, Instagram, WeChat, Skype, Email and Twitter.

Reduce Support Costs

Minimise your dependency on higher cost channels by letting a Virtual Assistant handle customer interactions.

Improve Customer Satisfaction
Personalise your customer interactions and help them take the action they need - instantly.

Resolve Customer Concerns
Increase First Contact Resolution by solving the most common customer issues on the first touch.

Speech Recognition

Speech-to-Text enables the accurate conversion of audio to text by applying powerful neural network models. The solution recognises 120 languages and variants, to support your global user base. You can enable voice command-and-control, transcribe audio from call centres, and more. It can process real-time streaming or pre-recorded audio, using advanced machine learning technology.

Noise Robustness
Handles noisy audio from many environments without requiring additional noise cancellation.

Automatic Punctuation
Accurately punctuates transcriptions (i.e. commas, question marks, and periods) with machine learning.

Automatic Grammar
Automatically transcribes proper nouns and context-specific formatting.

Speech Synthesis

Text-to-Speech enables the synthesis of natural sounding speech in a range of voices and languages. Through the use of advanced deep learning networks, speech and voice synthesis is rapidly approaching human performance. This allows businesses to embed speech into IoT devices, automate call centre activities, and transform text into easily consumed audio.

Improved Accessibility
Make digital and online content easily accessible for those that need it.

Natural Interactions
Respond to customers in natural speech at anytime by embedding Text-to-Speech in customer facing platforms.

Real-Time Personalisation

Real-Time Personalisation harnesses the power of cognitive technology to quickly process vast amounts of customer data and instantly deliver individually targeted content across channels. The Real-Time Personalisation solution helps you optimise live customer engagement by acting on what you know about your customers and what they are doing in the current moment. By optimising each interaction, businesses can create more relevant experiences that build greater value and brand loyalty that increases engagement and drives sales.

Improve Customer Satisfaction
Personalise your customer interactions and help them take the action they need - instantly.

Provide Personalised Experiences
Build, view, and execute tailored experiences based on the behaviour of each user in a simple to use graphical interface.

Customer Specific Interfaces
Create leading-edge website personalisation.

Automation

Visual Recognition

Visual Recognition quickly classifies images into thousands of categories, detects individual objects and faces within images, and finds and reads printed words contained within images. You can build metadata on your image catalog, moderate offensive content, or enable new marketing scenarios through image sentiment analysis.

Optical Character Recognition
Detect and extract text within an image, with support for a broad range of languages, along with support for automatic language identification.

Insight From Your Images
Easily detect broad sets of objects in your images, from flowers, animals, or transportation to thousands of other object categories commonly found within images.

Face Detection
Detect multiple faces within an image, along with the associated key facial attributes like emotional state.

Intelligent Classification and Routing

Intelligent Classification and Routing captures the customer inquiry, which can be via voice, digital (e.g., chat, email, messaging), or social (e.g. Twitter, Facebook) channels. It then applies Natural Language Understanding to automatically route the inquiry to the right person or system based on the customer's intent, context and keywords.

Improve First Contact Resolution
The customer benefits from intelligent routing by getting connected to the right person, department or system without delay.

Maximise Business Efficiency
Intelligent routing eliminates the need for costly and time consuming manual review.

Intelligent Process Automation

Intelligent Process Automation mimics activities carried out by humans and, over time, learns to do them even better. Traditional rule-based robotic process automation is augmented with decision-making capabilities thanks to advances in deep learning and cognitive technology. Intelligent Process Automation results in radically enhanced efficiency, increased worker performance, reduction of operational risks, and improved response times and customer journey experiences.

Mitigate Human Error
Automate processes to reduce human error and free up skilled resource.

Continuous Improvement
Intelligent Process Automation continues to learn and improve over time.

Machine Learning (TensorFlow™)

TensorFlow is a framework by Google for creating Deep Learning models. Deep Learning is a category of machine learning models that use multi-layer neural networks. We apply TensorFlow to specific business problems not addressed by our other solutions to quickly identify patterns, gain insights, and make faster decisions.

Leverage Your Data
Discover complex relationships in your company data and leverage these for business insight and value.

Predict Customer Behaviours
Analyse data related to past behaviours and make better predictions of future customer behaviours.