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Today, agent-customer communication is nothing less than a bargaining chip for businesses. Whether conducted through phone calls or chat platforms, each of these conversations can not only help a business understand how their agents are responding to customer questions/concerns, but also provide critical information to determine what what works for them and what doesn’t – in terms of products, promotions, processes and services.

However, the fact is that when conversations happen at the scale of millions per day (which is only increasing), generating said information becomes quite a difficult task. Manual scoring methods fail to go beyond conversational quality, while automated solutions only work with a small fraction of conversations and take at least eight months to analyze the data. So, by the time they deliver results, the data is stale and the intelligence is no longer relevant to the business.

It is in this context that the Dallas-based company Chat carda startup that offers a conversational intelligence platform to help businesses gain actionable insights from customer interactions, is entering.

Talkmap’s real-time conversation intelligence platform

To solve this challenge, Tim Moss and his team at TalkMap turned to harnessing AI to provide near real-time analysis of customer conversations. The company, founded in 2017, has developed an easy-to-use cloud-based SaaS platform – Talkdiscovery – that ingests raw, unstructured information from all customer calls and discussions with company agents, then tags, structures and analyzes these interactions on an ongoing basis, giving the company near real-time insights into customer conversations.

The platform leverages AI/ML to identify patterns from customer data that point to the best opportunities for businesses. Then, the identified information is visualized via dashboards, which allows each person with a responsibility in contact with the customer to easily access and act on the data.

“Talkmap integrates seamlessly with existing customer data platforms, customer relationship platforms, and customer engagement platforms to deliver unprecedented visibility into customers across all areas of a business. “Moss said.

Information generated from the platform may potentially be used to accelerate bot development and automation efforts, as well as identify risks and opportunities associated with its product, operations, sales and marketing efforts. marketing, thereby increasing revenue. It can also capture best practices in the communication script to optimize agent performance and drive better return on call center investments and contact center customer experience.

According to a McKinsey study, companies that leveraged customer behavior insights outperformed their peers by 85% in sales growth and 25% in gross margin.

Competitors

A number of CCaaS solutions seek to target the conversational intelligence problem with analytics, including Genesys Cloud CX, Five9, and Talkdesk. However, Talkmap claims to differentiate itself based on real-time action across all channels.

“While CCaaS is certainly crowded with a number of large and successful companies – all fighting for similar narratives, unfortunately there are no good examples in marketing that allow a CXO/CIO executive to ingest its real-time conversation data across multiple omnichannel platforms, automatically train their AI/ML models from that data, and allow the business to see and use that conversation data in real-time and to fully understand the context of that conversation. It does not exist in the market today that we know of, according to our customers and partners,” said Moss.

Talkmap, today announced it has raised $8 million in a Series A round led by Stage 1 Ventures.

With this round of funding, which brings TalkMap’s total capital to $17.6 million, the CEO plans to expand its customer base in North America and further drive innovation in its core business intelligence platform. conversation.

“Our priorities in 2022 will be to invest in our platform capabilities and integrations with our partners, expand our team for our CCaaS GTM strategy, and invest in sales/marketing to scale with our customers and partners. by 2023,” he said.

According to Fortune Business InsightsThe global contact center as a service (CCaaS) market was $3.07 billion in 2019 and could grow 16% to reach $10.06 billion by 2027.

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