The traditional way to build a user profile is to ask a series of questions during customer onboarding. This process increases attrition during sign-up, doesn’t feel personal, and is always limited by the questions being asked.

During chat and phone interactions, customers often share information that could be leveraged to improve their experience through increased efficiency and deeper personalization.

By reading and organizing information in transcripts, the Dynamic Profile Generation process builds an ever-evolving profile of users. The profiles themselves will vary per user, as the profile generator will prioritize different fields for different users. These profiles will be made available to customer service representatives of all kinds in order to improve the customer experience.