Discover the features and AI developments that have been implemented in OPINATOR, the leading omnichannel platform for customer experience. Security, advanced dashboards, and intelligent data analysis are some of the exciting new developments.
Let’s start reflecting on the exciting developments that have redefined and positioned OPINATOR as a leading omnichannel customer experience platform globally. This last time has been a journey full of challenges, growth alongside our customers and consolidation of a clear vision on how to redefine the world of Customer Experience (CX).
Several major milestones have been set in terms of specific developments for large-scale projects, substantial improvements in both the core OPINATOR platform and existing modules, as well as new functionalities and services that integrate artificial intelligence and advanced security.
Optimization of OPINATOR’s Core for Better Customer Experience Management
These changes, although imperceptible to the end user, have been the most relevant to the capabilities of our platform. We have carried out the biggest update and optimization of OPINATOR to date.
Thanks to this evolution, OPINATOR has managed to position itself as a platform with cutting-edge technology in data processing, allowing us to develop, for example, one of the most advanced and accurate Text Analytics modules in the market, as well as the integration of Artificial Intelligence (AI) in key functionalities of Customer Experience management, all without compromising stability and security.
New features with AI and Text Analytics
New Text Analytics
Get the most out of the data by analyzing every textual opinion generated in the interaction with your customers. OPINATOR Text Analytics allows you to analyze the meaning and sentiment of comments, detect patterns and trends, and turn unstructured data into valuable, unique and actionable insights.
PIP: Personal Information Protection
Start using the powerful NLP (Natural language processing) model of PIP’s new functionality to identify and anonymize sensitive data such as bank account numbers, credit card numbers, phone numbers or emails.
This increases security standards and solves common problems when customers send unsolicited information.
Other important aspects to make your CX program more efficient and cost-effective are the application of generative AI models to large volumes of data in order to extract insights and key information, as well as the analysis of conversations in channels such as audios, emails and WhatsApp with modules capable of recognizing emotions, key ideas and the meaning of interactions in a multichannel way, both in requested feedback and unsolicited direct reviews on social networks.
It is also necessary to continuously monitor data flow and be able to detect anomalous behavior in real time. Generate alerts in the event of unusual alterations in traffic or customer responses, ensuring that any incident is detected, reflected and analyzed in a timely manner.
New Super-powerful Dashboards
Dashboards and Widgets now have exciting new features that will allow you to achieve greater accuracy in your customer experience reporting, comparing current data with specific past periods, while retaining all the flexibility that characterizes Dashboards as a whole:
Individualized Dashboards
Configure relevant dashboards and automate the delivery of customized reports by profile, position or department. Keep each team informed with the most relevant data.
Set and Monitor Your Objectives
With this Widget, set KPIs and target values to compare actual performance against goals. Start analyzing the evolution of your results and align your strategies!
Vertical Exports
Customize and control your exports to be aligned with the requirements of your systems. For example, make the exported feedback file not grow horizontally, but vertically.
In addition, you can make all these exports in XLS format, to give you even more adaptability and flexibility in exporting your customer experience data.
Analytics for Action Plans (Key Driver Analysis)
Get a clear view of the weight of each of your business variables and make data-driven decisions.
With Key Driver Analysis, draw valuable conclusions from multivariate analysis and identify the relationships and influences of each of the business variables, the margins for improvement and how you can focus your action plans.
Security Certifications Up-to-date
Every year we renew important certifications such as ISO 27001, ensuring the highest standards in information security management. We are also fully aligned with the latest European directives (GDPR) and national data protection regulations.
Final thoughts
In the last year, OPINATOR has revolutionized CX technology with powerful AI algorithms that transform data into actionable insights, helping you exceed your customers’ expectations.
We are committed to continue innovating and will soon introduce new advanced tools that will make a difference in your customers’ experience.
Find out how OPINATOR can take your CX strategy to the next level!
Request a personalized demo and start transforming your Customers’ Experience today.
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