J.D. Power and Tethr Collaborate to Fuel Customer Experience Insights

By AIT News Desk On Aug 14, 2020

Built on the Tethr platform, J.D. Power Conversation Analyzer Brings Untapped Enterprise Value

Tethr, the leading AI-powered conversational intelligence platform for listening enterprises, announced a collaboration with J.D. Power to launch Conversation Analyzer, a diagnostic designed to identify actionable insights from customer conversations. J.D. Power is offering Conversation Analyzer to help clients uncover the massive value often hidden in phone calls, chats and other customer service interactions.

Conversation Analyzer is powered by Tether and combines J.D. Power’s leading industry intelligence, data and benchmarks with voice of customer insights delivered from Tethr to help organizations explore and pinpoint the specific areas needing attention to improve customer experience.

How does Conversation Analyzer work?
Conversation Analyzer is a one-time assessment of up to 50,000 customer interactions that helps companies hone in on the specific areas that are driving negative customer experiences. With the diagnostic:

● An automated score is calculated for every interaction using the Tethr Effort Index (TEI), and Tethr surfaces the top drivers of poor customer service experiences and the effect of customer effort on loyalty.
● A J.D. Power consultant provides a review and readout of the results to help further isolate macro issues and prescribe best practices. Leaders can quickly find specific sub-optimal agent behaviors, saving QA and coaching time and allowing for effective behavior change.

TEI is the market’s first machine-learning based predictive effort score. TEI is an AI-derived metric, which measures the effort for each customer interaction based on more than 280 independent variables and thousands of discrete phrases and utterances. TEI is a composite index that can be used to reduce customer friction, improve rep performance, and benchmark the relative ease of customer experiences.

“The combination of J.D. Power research, insights, and deep understanding of what makes customer interactions great with the Tethr platform’s ability to organize unstructured conversation data and interface with our benchmarks creates something unique and powerful for the market,” said Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D. Power. “It’s our responsibility to deliver effective ways to improve customer experience and this collaboration with Tethr enables us to do that quickly by delivering transformative insights to our clients.”

“The depth and breadth of J.D. Power research and benchmarks across industries and channels leads the market,” said Matt Dixon, Chief Product and Research Officer at Tethr. “We’re thrilled to be collaborating with them, bringing the power of Tethr’s conversational analytics and insights together with J.D. Power’s best practices to help organizations optimize their service channels and deliver a superior customer experience.”

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