Quantum Metric

Transcription:

Michael Hanson (00:11):

Hi everyone. We're super excited to be here today to talk about the future of digital analytics, specifically Felix AI by Quantum Metric. My name is Michael Hanson. I'm out of Minneapolis. This is Michael Sare out of Michigan. As many M's as you can possibly throw into an introduction.

If you haven't heard of Quantum Metric, you literally have us on your phone as we speak now. For example, if you flew American, Delta, United, Southwest, even Sun Country Airlines; or if you've ever used a mobile app to order coffee from Dunkin' Donuts or maybe a salad from Panera; or if you've ever sent money to a relative in another country using Western Union; or maybe you even have a bank account or a credit card with JP Morgan Chase, US Bank, M&T Bank, or Texas Capital Bank, you literally have Quantum Metric.

What you'll notice from a primer for today's demo is what is called a session replay, which is a visualization of what consumers are doing on your websites or native apps.

(01:24):

It can also apply to things like kiosks, ATMs, anything that's a digital experience. Quantum Metric has a very unique approach to the session replay. For example, if there's a moment of technical friction or behavioral friction within an experience, I can quickly quantify that moment and understand: is this impacting all of our customers, or maybe is this impacting just a small fragment of our customers? This helps to prioritize which moments of friction we should actually be improving upon. So, if we click, boom, there. Now I know the scope and scale of this particular issue.

This type of workflow, if we go back to the session replay, is pretty much foundational and table stakes in banking or with credit unions, having your analysts, having your digital product managers have access to the visual recreations. However, what Quantum Metric and any player in this space hears time and time again is: who has time to watch thousands and thousands or millions of session replays to understand or diagnose or optimize digital experiences?

That's where Felix AI by Quantum Metric comes into play. Now, you don't have to watch replay after replay. Michael, do you want to show us what Felix AI can do?

Michael Sare (02:53):

Absolutely. Thank you, Michael. So, we're super excited about Felix AI because it takes all that manual effort of watching a session replay and distilling it down to a simple paragraph. It's a simple click of an icon—it's a fox, for those that can't see it—and notice how quick that was. All that analytical data, whether it's behavioral analytics, technical analytics, or business impact analytics, we are distilling it into a simple paragraph.

Why that's important is because we want to help cross-functional teams—whether that's marketing, product owners, even servicing groups like the contact center—empathize around your customers that are having poor digital experiences. One of the things that we've done is we've taken not only this notion of a short summary, but we know about these cross-functional teams. So, we've got three other personas that allow those different departments to truly empathize with the user.

For instance, we've got a call center button. Imagine someone servicing a customer, and again, a quick click of the button allows them to understand what's happening with that customer. So now they're informed of what's going on. They don't have to ask the customer, "Please repeat these steps. Maybe you need to shut off your phone, turn it on again." They know at their fingertips what's actually happening.

Michael Hanson (04:21):

What's interesting about this particular persona, though, is in the past, the call center agent would actually have to rely on a reactive approach, which is to actually look at the session replay or maybe listen to two, three, four minutes of an explanation from a customer who's calling in.

For example, US Bank has these Felix AI session summaries deployed with their live chat agents as well as their customer care teams. As a result, because when I call in, that agent is actually being prompted to say exactly what needs to be said based on what I was doing on the website or native app. They've actually seen a 10% operational efficiency increase. That's cost savings as well as a much more effective approach to what the customer care team is doing, which is massive.

Michael Sare (05:15):

And we've got two other personas as well. So, maybe a product owner wants to know exactly how the users are using the application and what's working and what's not working. And then lastly here, if something escalates to a Tier 2 support kind of capacity, then those people that are doing troubleshooting will have at their fingertips the ability to understand at a more technical depth of what's going on. So, in essence, we're taking these different persona approaches and helping the enterprise really empathize with the customer and getting the right teams the right data at the right time.

Now, that's summarization at a session level. Last February, we had an annual conference, and we got excited about taking it to the next level. So, we're actually going to digital experience analytics 3.0, and now we can look into user sessions across multiple domains. Maybe they're starting off on a mobile phone and then they go to desktop. So, I can go into user summary and then I can understand these different platform experiences. I can look historically in the past and aggregate that information up with the large language model.

Michael Hanson (06:33):

The beauty of this approach: I'm sure everyone here has had to respond to an executive escalation because somebody gave us a low NPS or a low CSAT score on a survey, or we've heard a report from our customer care that there's something causing friction on digital experiences. Everything that we've just shown is a new proactive approach to actually remediating in real time.

Whether I'm in customer care or I'm a digital product manager, maybe I'm in marketing, whatever it may be, I don't have to analyze anything. I don't have to look at analytics, I don't have to look at session replays. Instead, I have a brief summary delivered to me in the capacity and format that I need in order to take action on it.

Michael Sare (07:22):

And all this data we're watching in real time. So, imagine all this aggregation now comes up to the surface, and you can track the workflows that are important to you. "How many new applications do I have today?" or maybe "credit card apps," whatever your KPIs happen to be, we bring that to bear. And then we also show you where there are anomalous conditions. You can see the pink candy striping—that's where anomalies are occurring. So, we're comparing actual to baseline and then alerting the right teams at the right time when those occur.

We can go deep into certain funnels, like I said, whether it's a credit card application or it's a money transfer. I can go deeper into this funnel and then I can get more information as to why people are dropping off. And then I can see all the digital irritants that are contributing to those drop-offs.

Michael Hanson (08:17):

This is just the start of the conversation. We've got a ton more innovation as well as just showcasing what other firms are doing day in and day out as we speak. We're over in the customer experience section. Please stop by. Happy to do a custom demo for you as well. Thank you very much for your time.