C-Centric has completed the acquisition of Warwick Analytics, a Machine Learning AI company. Warwick Analytics was originally a Warwick University AI spinout and the data science team have developed proprietary natural language algorithms developed over a decade of academic research.

PrediCX, the flagship product, which works on multiple platforms including Zendesk and Salesforce, automates and prioritises workflow with tags by topic, sentiment, intent and urgency. PrediCX uses Artificial Intelligence and Sentiment Analysis to review and interpret the customer conversation. Identifying what is really being said enables fast tracking of complaints, issues and urgent enquiries to improve the customer experience.

Says Michael Page, Director at C-Centric, “Warwick’s consultants have led major projects to apply Conversation AI within service operations at large organisations to deliver increased levels of self serve, agent productivity and insight. We will be embedding PrediCX across our customer management solutions and accelerating the roll out of 3rd party integrations.”

To discuss AI and PrediCX or to explore the next generation in customer service, contact C-Centric by telephone on 0203 130 4764 or email on PrediCXinfo@ccentric.co.uk