Genii Ai & Analytics

Genii Ai & Analytics develops artificial intelligence and software as a service tools for customer service operations. Its platform analyses customer interactions to show why people make contact and where performance breaks down.

The company began as a research effort into predicting customer behaviour and building analytics platforms for consumer-facing firms.

What Genii Ai & Analytics offers

• Interaction analytics — analysis of calls and conversations to explain outcomes.
• Quality assurance — automated review that covers far more interactions than manual checks.
• Customer experience analytics — insight into customer effort and behaviour.
• Prediction models — machine learning models that forecast customer behaviour for chatbots and automation tools.

Who it works with

Contact centres and customer service teams in financial services, telecoms, healthcare, insurance, automotive and retail.

Key facts

• Technology: natural language processing and machine learning on Google, AWS and Azure
• Partners: distribution partners in Africa, the UK and the US
• Team: data scientists, engineers, analysts and visualisation specialists