Currently 92% of interactions between companies and customers are conducted by phone, yet only 1% of these calls are reviewed manually, and there is currently no technology capable of processing and analyzing the information in a massive and scalable way.
However, these conversations are valuable sources of information for companies – customers communicate how satisfied they are with a company’s products and services, bring up the offers of competitors, or warn that they might leave the service.
Málaga-based Predictiva uses AI to automate quality control processes in call centres. The startup’s flagship product, CLARA, uses machine learning and natural language processing to audit and provide data from thousands of interactions between customers and call centre agents. Predictiva’s technology is able to identify if an incident is resolved correctly, whether or not the customer is satisfied, if the contractual information of a sale is accurately communicated on a call, and analyze the patterns that generate the greatest conversion in phone sales.
Founded in 2016 but launched in 2018, the startup has just raised a round of €2.6 million. The funding came from Swanlaab Venture Factory, a Spanish-Israeli firm, together with Sabadell Venture Capital and the Horizon 2020 programme, which contributed €1.1 million. With the new funding, the startup plans to expand internationally in the US and Latin America.
“This funding round gives us the opportunity to bring our solution to new international markets and add value to the call centre interactions, positively impacting the return for companies and the customer experience,” said Pablo Enciso, CEO of Predictiva.
“Predictive is in a strong position to enter a market with great potential, solving a real problem for many corporates by automating audits and quality control in call centers,” said Verónica Trapa, managing director of Swanlaab Venture Factory. “The need to optimize telephone interactions and provide real value is a priority for many corporations. Now Predictive has to execute a strategy of scalable growth and international expansion.”