GLASGOW-based company, Target Applications Ltd.’s new customer service software uses artificial intelligence to drastically speed up public services customer feedback processes.
The drive for improved service delivery is arguably at an all-time high in the Scottish public services. Coupled with decreasing public budgets, organisations are finding it difficult to improve services while reducing costs.
Glasgow-based software developers, Target Applications ltd, have brought their new product, CX-Feedback, to the public market to combat these issues. Their online feedback management toolkit uses artificial intelligence to cut the time and resources consumed by customer feedback, while providing a more responsive communication channel for their service users.
Johnathan Briggs, director of Target Applications, said: “After ten years of working so closely with the public services, we found that customer surveying was still being done manually and costing huge amounts of time and money. This doesn’t work when the need to reduce costs is so high.”
CX-Feedback works by giving organisations a centralised console for managing customer feedback.
Surveys are sent out online or offline and results managed on a coloured heat-map console for easy review. Artificial intelligence automatically reads through the results, instantly scoring text comments and flagging up responses that need attention with no need for a dedicated member of staff to read each response individually.
World-class analysis tools then enable organisations to delve into their results and trend satisfaction over time for reporting and decision-making purposes. Ease and speed of use are key concepts in the design of the product.
CX-Feedback puts the power of an in-house data analyst in the hands of any public services manager without the associated costs.
Mr Briggs continued: “Using artificial intelligence systems, not-for-profits become more responsive to their service users while reducing the resources required to do so. CX-Feedback solves these problems at a price point that fits with already stretched public services budgets.”
One organisation that has already taken steps towards innovative processes is the Business Gateway service.
Brian Currie, program manager for the Business Gateway DigitalBoost Programme, said: “We’ve always tried to lead by example and be an innovative organisation. But we were still using paper feedback forms at our events and this was taking up time and man-hours that we just didn’t have spare.
“Managing our surveying through Target Applications automates a lot of the manual work associated with paper surveys and lets us be more focussed and responsive to our service users. It’s invaluable to our improvement programme.”
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