AVAILABLE TODAY
CUSTOMER CONVERSATION INTELLIGENCE
From thousands of customer conversations to better decisions and practical action.
TMN Insight shows what requires attention, why it is happening and what you should do next.
TMN Insight analyses existing calls, emails, chats and support cases, then guides users from the overall picture to the customer conversations behind it.
Customer conversations contain the signals.
The challenge is turning them into decisions.
Organisations already hold large amounts of customer information. It is spread across case-management systems, reports and individual conversations, making it difficult and time-consuming to answer the questions that matter:
What has changed?
What is driving the change?
What is most important to address?
What effect could an action have?
Did the action produce the intended outcome?
TMN Insight brings the conversations together and organises the analysis around this decision process.
Start with what needs attention, then go deeper.
When you open TMN Insight, you see a consolidated view of what requires attention now. You can identify which customer issues are becoming more frequent, which problems have the greatest impact on customers and which areas should be investigated or prioritised.
From there, you can move step by step from the overall picture to the themes, sentiment, customer stories and underlying conversations that support the analysis.
Built around the decision process
Overview
Question answered
What do we need to know right now?
A clear overview of the changes and issues that require attention, without starting with manual report work.
Insights
Question answered
Which themes and changes are driving the change?
Recurring patterns, relationships and likely drivers are made visible so the organisation can investigate the underlying factors rather than only the symptoms.
Customer sentiment
Question answered
Where and when do negative customer experiences occur?
See which issues create the greatest negative customer impact and how that impact changes over time.
Stories
Question answered
What are customers saying in their own words?
Connect the numbers to real customer experiences and review the underlying conversations that support the analysis.
Decisions
Question answered
What should we focus on, and why?
Turn analysis into an evidence-backed priority based on the outcome the organisation wants to influence.
Actions
Question answered
What should be done, who should own it and how will progress be tracked?
Translate the priority into a specific action with a clear owner, then track the relevant measures after implementation.
Volume and customer impact are not the same thing.
The issue that creates the most contacts may not be the one with the greatest effect on customer experience. A high volume of subscription questions may create cost and workload, while a lower-volume delivery problem may cause significantly greater frustration.
TMN Insight helps you separate these effects and prioritise according to the outcome you want to achieve: reduce unnecessary contact, lower repeat contact, shorten handling time, reduce workload, improve the customer experience or prevent a recurring problem.
TMN Insight separates different levels of evidence so that a plausible explanation is not presented as a proven cause.
Observed change — what changed in the data
Recurring pattern — what appears repeatedly
Relationship — what moves together or occurs in the same context
Likely driver — what the available evidence suggests is influencing the change
Confirmed cause — used only when the evidence supports a causal conclusion
Recommendations can include an estimate of the expected effect and a clear statement of uncertainty. Users can move from the conclusion to the customer conversations behind it.
What TMN Insight helps you do
- See which questions and events are driving contact demand
- Read the customer stories and conversations behind the analysis
- Assign actions and track the relevant measures over time
- Understand the likely drivers behind positive and negative customer experiences
- Prioritise decisions according to the operational or customer outcome you want to influence
- Assess whether the intended improvement occurred after an action was implemented
The problem may appear in customer service.
The solution may sit elsewhere.
TMN Insight uses customer conversations as evidence of what customers experience across the journey. The underlying issue may involve communication, delivery, product, billing, a digital flow or another business process. The purpose is not to monitor individual agents. It is to help leaders identify and address the organisational conditions creating contact demand and customer friction.
Move from what customers say to what the business should do.
Tell us which customer conversations, leadership questions and outcomes you want TMN Insight to address.