How We Turn Conversations Into Clarity (Thanks to Some Seriously Smart Tech)

At ElucidCX, we’re big believers in the power of real human conversation. We care deeply about how your customers actually feel and what they have to say. But if all we did was collect transcripts of these conversations and let them collect digital dust (is that a thing? Let’s say it is.), then they aren’t doing anyone any good. We want to have conversations because we want you to be able to take action to improve CX. Why? Because CX is an incredible revenue driver.

We asked ourselves: Could we create a software that would bridge the CX perception gap and help companies truly serve their customers better? Is it possible to marry human connection via actual conversations with the bells and whistles of AI?

The answer: Yes. A resounding yes. 

Enter, our proprietary software. It’s what helps us take all that rich, sometimes messy, human language and turn it into clear, actionable insights. Think of it as the bridge between listening and actually doing something with what you hear. It fires us up just thinking about it, and we hope it gets you excited too. 

What’s Powering This?

While we believe nothing can take the place of face-to-face conversations, AI really is incredible. We use Large Language Models (LLMs), which is a tool trained on language data. When we feed a conversation transcript into it, it does some amazing things:

• Gives us an overall sentiment score (on a scale from -1 to 1).

• Writes a summary of the entire conversation.

• Offers helpful suggestions based on what your customer said.

• Spots trends across all your customer conversations.

And the best part? It’s constantly learning. The more data we feed it, the smarter and more accurate it gets.

It’s Deep Learning and Transformers, Too

Would you kindly geek out with us for a little bit? Behind the scenes, our software is using deep learning methods and transformer models to make sense of natural human language.

In plain English? It’s not just reading words. It’s understanding context, making predictions, picking up on emotions, and noticing patterns across conversations. Things like:

• Sentiment shifts (Was the customer excited at first but frustrated by the end?)

• Important keywords (What keeps coming up again and again?)

• Pain points and praises (So you know what to fix and what to lean into.)

Where’s All This Data Going? Is It Safe?

Great question. We care a lot about data security. Here’s how we keep everything secure:

• All data is stored in MongoDB, a secure, cloud-based database.

• We use AWS and Google Cloud for safe and scalable infrastructure.

Just the Beginning

Not only are we thrilled to bring our customers software that will turn transparent customer feedback into strategic business action, we’re elated at how dynamic the software is. We will continue to refine models and add features to serve our customers better. 

We understand many businesses will just want the data we can provide, and we love that. Putting information into your hands to make smart decisions in serving your customers better is what we're here to do. We also know some businesses will want a strategic partner to come alongside them to interpret the data and build effective strategies. We're here to assist with that, too.

We're passionate about helping businesses bridge the CX perception gap and provide world-class experiences that meet the customer right where they are. If you’re ready to see this in action, we can’t wait to talk to you. 

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