Sumeet Maru, an experienced Senior Analyst from our Insights and Analytics Team, has reviewed three fast-growing analytics solutions in order to compare their capabilities. The first in this three-part series covers Prodigal, a cloud-based AI solution provider whose client base includes players in the collections industry.
In this review, I will share my hands-on experience working with Prodigal’s team and platform to help their client derive actionable insights from customer experience data.
1. Comprehensive Functionality
First off, the tech! The cloud-based AI tool utilizes state-of-the-art natural language processing at its core to deeply analyze calls, generating actionable and easy-to-deploy insights with minimal manual effort, resulting in substantial cost savings for their clients.
Prodigal has an extensive library of out-of-the-box tags to cover common scenarios, but also enables the creation of custom searches to investigate unique cases and validate even the most uncommon scenarios. This helped me uncover some of the root causes behind agent and customer misunderstandings.
Importantly, the creation of new tags and maintenance of existing ones is part of the managed service offered by Prodigal. This ensures their experts handle training the AI algorithm when new tags are introduced, providing reassuring expertise.
Playback and navigation in the platform is simple and effective for understanding context. The interface displays identified tags in a list, allowing users to easily skip to specific segments. The events panel provides further convenience during the review process. This feature proved highly valuable for efficiently validating tag accuracy by skipping to the tagged call segments, saving considerable time compared to full call listens.
The system’s ability to separate the two speakers is invaluable when analyzing interactions to pinpoint who said what. Measuring relative silence periods also highlights areas for improvement when targeting knowledge gaps with agents.
2. User-Friendly Insights
Accessing the insights generated from tags built in Prodigal is a breeze. The process is straightforward, well-documented, and user-friendly. This makes it easy for both technical and non-technical team members to harness the power of the platform.
For my singular project focused on improving contextual understanding between agents and customers, Prodigal provided the call data tagged by its AI, along with metadata. I imported this into PowerBi for additional detailed analysis.
Prodigal’s out-of-the-box dashboards provided guidance for exploring other areas of interest. Custom visuals are part of the managed service, available through a simple 2-3 day process. Linking Prodigal with other business data like call routing and customer records enhances its analytical capabilities, enabling role-based hierarchy access after ingesting the data. This contextual awareness adds depth of insight.
3. Vendor Support and Training
We see services and vendor support as critical, as often business needs evolve and clients need more support to ensure they continue to get a return on their technology investment. Prodigal offers 24-hour support with quick service level agreements on response and resolution times. Whilst using the platform I had a few queries that I needed some support with, Prodigal were quick to reply and always ensured I had a solution to the problem.
Training is a vital aspect of successful implementation. Prodigal provided me with 12 hours of one-to-one training over 2-3 days, supplemented by online videos and ongoing support. This was sufficient for me to understand the solution and start to generate actionable insights.
Final Words
In conclusion, Prodigal is gaining traction in the market, and based on these three differentiating factors, we expect them to keep growing. While there are areas for improvement, its user-friendly insights and commitment to providing comprehensive functionality make it a viable option for businesses seeking to unlock the insights hidden within their conversational data.
As with any vendor, thorough evaluation and consideration of specific business needs are key to making an informed decision, but we feel Prodigal should be on your shortlist as they’re on the path to becoming a significant player in the analytics space.
