Q: How does Indicate me help companies use AI to gain insights and make better decisions?
A: Indicate me offers AI-based solutions to analyse and visualise insights from large volumes of data. The platform analyses, summarises, and categorises interactions and feedback, making it easier for organisations to measure customer satisfaction, understand trends, engage employees, make data-driven decisions, and continuously improve both customer and employee experiences.
Q: When and why was Indicate me founded, and what was the vision behind starting the company?
A: Indicate me started as an internal tool within a customer service outsourcing company, developed to streamline follow-up processes and reduce costs. By turning key metrics into insights, it created savings and a better customer experience. Over time, the tool evolved to raise the quality of customer interactions and drive greater satisfaction. Following strong results, Indicate me was founded as an independent company in 2017 — with the vision of making the solution available to anyone who wants to strengthen their teams and deliver world-class customer service.
Q: How does Indicate me contribute to the "democratisation of insights" within organisations?
A: "Democratisation of insights" means that every employee, regardless of role, gets access to the insights that are relevant to their work. With Indicate me, data is no longer locked in hierarchical silos — it is shared in a way that makes information accessible across the entire organisation. At the same time, the platform is permission-controlled, ensuring each role gets access to the insights most relevant to them. This enables more people to contribute improvement initiatives, apply their creativity, and make faster decisions that strengthen the customer experience.
Q: What types of companies get the most value from Indicate me's solutions?
A: Indicate me's solutions work for companies in any industry that want to become more customer- and data-driven. The platform creates value across multiple parts of an organisation — including Customer Service, Sales, Marketing, and Product. As an Insights Hub, we make relevant customer insights accessible to the entire organisation in a user-friendly way. This makes it easier to understand data, act on insights, and make faster decisions that lead to clearer focus and a more aligned organisation.
Q: What kind of support can companies expect when using Indicate me's solutions?
A: Companies using Indicate me can expect support throughout the entire journey. We help you get started with the platform, provide training on functionality, and share best practices to achieve maximum effect. Indicate me takes responsibility for the entire implementation process — including coordination with third-party vendors for integrations — making the onboarding smooth and secure.
Q: What is Indicate me's NPS (Net Promoter Score)?
A: Across our entire customer portfolio, Indicate me has an NPS of 82. Among mid-sized and larger customers, NPS stands at 91. Among customers using our AI product, NPS reaches 100. In total, we work with over 100 brands in our customer portfolio.
Q: What is AI Buddy and how does the solution work in practice?
A: AI Buddy is a coaching support tool that helps both employees and managers develop customer interactions and drive quality improvement. It provides concrete insights and suggestions that strengthen self-leadership and complement human coaching. Working from predefined forms, AI Buddy analyses customer conversations and delivers personalised feedback.
Q: How does AI Buddy help employees develop self-leadership?
A: AI Buddy provides concrete insights with personalised feedback suggestions that strengthen self-leadership and complement human coaching. Using predefined forms, it analyses customer conversations and delivers feedback that is straightforward to understand — and to act on.
Q: What prerequisites are needed to use AI Buddy effectively?
A: To use AI Buddy effectively, your organisation needs to be using Indicate me's text and speech analysis. The tool is built on predefined but customisable forms and criteria. AI Buddy analyses customer conversations against these criteria and automatically provides feedback on how well they are met. For example, a form might require that a call opens with a greeting, that the middle focuses on needs assessment, and that the closing summarises the conversation.
Q: What types of interactions can AI Buddy analyse?
A: AI Buddy can analyse both written and spoken customer interactions. This includes emails, chats, chatbots, and phone calls that are automatically transcribed to text. This gives your organisation a complete picture of customer conversations regardless of channel.
Q: Is AI Buddy designed to replace or complement human coaching?
A: AI Buddy is designed to complement and support human coaching. The tool provides insights that help employees in their day-to-day development and supports managers in their coaching role.
Q: What are the most important benefits of using AI Buddy?
A: The most important benefits of using AI Buddy are:
By identifying patterns at the individual, team, and department level, it becomes clear where strengths lie and what needs to improve.
Q: Can coaching results be displayed in tables and charts?
A: Yes. Coaching results can be compiled in clear tables, bar charts, and graphs. You can view statistics at different levels — from the entire department down to team and individual employee level.
Q: Is there a limit to how many questions an AI coaching form can contain?
A: We recommend up to 12 items per form so that the AI can work optimally and deliver the best coaching results. Each item can, however, contain multiple questions, making it flexible to adapt to your needs.
Q: What is Indicate me's text and speech analysis and how does it work in practice?
A: Indicate me's text and speech analysis transforms large volumes of customer conversations into actionable insights. It can analyse both text-based channels like email and chat, as well as calls that are transcribed to text. The result is faster and better-informed decisions.
Q: What types of customer interactions can be analysed?
A: The platform can analyse all types of customer interactions — from email and chat, including conversations with chatbots and voicebots, to phone calls transcribed to text. By converting everything to text, all content becomes searchable and analysable. This means information that was previously difficult to capture is now accessible.
Q: What insights can organisations gain through text and speech analysis?
A: Examples of insights organisations can gain through text and speech analysis:
Q: How does Indicate me's AI-based summarisation function work?
A: The AI-based summarisation function analyses customer conversations and creates automatic summaries that highlight what matters most — for example, the reason for contact and whether the case was resolved. These summaries can be integrated directly into CRM or case management systems, enabling smooth and automated handling.
Q: Does Indicate me's text and speech analysis support multiple languages?
A: Yes, Indicate me supports translations across around ten languages, with the option to expand. This means both coaching and analysis can take place regardless of language, breaking down language barriers and enabling more inclusive feedback.
Q: What is required for sentiment analysis split by employee and customer?
A: To separate sentiment between the employee and the customer, stereo recording of calls is required, with both parties recorded on separate channels.
Q: How accurate are the AI transcriptions of calls?
A: The AI transcriptions maintain a very high linguistic quality. Occasionally, individual words may be misspelled, but this does not affect the overall result. Summaries and analyses are always accurate, so you can rely on the output. We therefore recommend focusing on the insights and patterns that the AI delivers, rather than on individual words in the transcription.
Q: Is it possible to anonymise AI transcriptions?
A: Yes, it is possible. Our AI transcriptions can automatically anonymise sensitive information, for example:
This ensures that data can be used for analysis and insights without compromising privacy or data protection.
Q: How many calls per month do companies typically analyse?
A: Most organisations analyse all incoming calls. Public sector organisations and municipalities sometimes exclude certain queues. We measure in call minutes rather than call count, which ranges from approximately 20,000 to 1,000,000 minutes per month, depending on the size of the organisation.
Q: How does Indicate me access our calls and data?
A: The most common method is via API, where both calls and metadata are transferred automatically. An alternative is SFTP upload, where the material is uploaded and then transcribed.
Q: Where does Indicate me store customer data?
A: All customer data is stored in Sweden.
Q: What are "text-based insights" and how do they work in practice?
A: Using AI, we transform data from customer conversations into valuable and actionable insights. With a single click, you can ask questions and receive answers in the form of summaries, text-based explanations, and concrete examples. The platform analyses the data and presents the results as clear recommendations and statistics — including what percentage of interactions match a given insight.
Q: What types of insights can organisations get from their data and customer conversations?
A: With text-based insights, organisations can quickly identify patterns and trends in customer conversations. Through pre-built "smart prompts", the platform can summarise and surface, for example:
Q: How do text-based insights help organisations make faster and better-informed decisions?
A: Text-based insights contribute to faster and more informed decision-making. With a single click, you get automatic answers, recommendations, and summaries based on data. The platform presents concrete examples and statistics — such as the percentage match of interactions — providing an objective basis for decisions. This makes it easier to identify problem areas, understand customer needs, and spot opportunities for improvement.
Q: Can you filter data to get insights specific to a particular department?
A: Yes, the platform has a filtering function that allows you to analyse interactions most relevant to each department. A finance team can focus on billing cases, while the marketing team can analyse data linked to a specific campaign. This makes the insights department-specific, relevant, and immediately usable.
Q: How does Indicate me help organisations increase customer satisfaction?
A: Indicate me contributes to improved customer satisfaction through AI-based quality assurance of customer conversations. The platform identifies strengths and areas for improvement in every call, email, or chat, and presents them in a way that is easy to understand and act on. We also measure sentiment and link it to factors such as case type and response time, providing insights into what actually drives customer satisfaction. With a focus on usability and engagement, we make it easy for companies to drive continuous improvement — both internally and in how they serve customers.
Q: What are cross-analyses and what insights can organisations gain from them?
A: Cross-analyses in Indicate me mean that all data is gathered in one place. This makes it possible to compare key metrics in a dashboard and build a clear picture of what affects the customer experience. Examples of insights cross-analyses can provide:
Q: What is Indicate me Awards?
A: Indicate me Awards is an annual recognition programme that highlights outstanding achievements in customer service. Awards are given in several categories, including "Customer Service of the Year", "Rising Star of the Year", and "Customer Service Champion of the Year". The awards are based on actual data from customer conversations and therefore reflect real results and development. The purpose is to recognise and inspire companies that stand out in customer experience, employee development, and overall progress.
Q: What is AI-generated categorisation and how does it work in practice?
A: AI-generated categorisation is a feature that automatically sorts customer cases by content. It is fast, accurate, and eliminates the need for manual work. Unlike manual categorisation, the AI can handle multiple topics in the same case, reduce the risk of human error, and free up time for more value-adding work.
Q: How does Indicate me's AI categorisation differ from traditional systems?
A: Unlike many automated categorisation services that rely on synonym lists, Indicate me requires no manual list of words customers might use. Our AI automatically understands that a case about an "invoice", "payment transfer", or "due date" belongs to the payment category. At the same time, there is an option to add synonyms or flags for fine-tuning, offering a combination of automation and flexibility.
Q: What are the main benefits of using AI-generated categorisation?
A: The benefits of AI-driven categorisation include a fully automated process that eliminates human error and ensures that up to 100% of interactions are categorised. The AI can also link a case to multiple categories if it covers several topics. For example, a customer who calls about a payment, asks about the website, and wants to upgrade their subscription can have their case placed in all three categories. This frees up employee time for more value-adding work, improves efficiency, and gives a clearer picture of why customers make contact.
Q: What are trackers in Indicate me and how are they used?
A: Trackers are a feature in Indicate me that uses text and speech analysis to automatically monitor selected events and keywords in customer conversations. They can be used, for example, to identify knowledge gaps among staff, track mentions of discount codes, or detect when competitors are named. This gives companies better visibility into important events and trends.
Q: How does AI automatically categorise calls and customer cases?
A: For categorisation, we use generative AI that analyses customer conversations and identifies the primary reason for contact as well as any underlying factors. Based on this, the case is placed in the correct main category and subcategory.
Q: What types of customer conversations can AI categorise?
A: AI can categorise customer conversations regardless of channel — phone, email, or chat. The result is ready-made statistics on why customers are making contact.
Q: What are AI summaries of customer interactions?
A: AI summarisation means the case is automatically summarised. You get a concise description of the most important parts of the conversation: what it was about, whether it was resolved, and how it was resolved. The summary can also be entered directly into your CRM system on the customer record.
Q: Can categorisation and AI summaries be automatically entered into our CRM?
A: Yes. Using our API, your CRM system can retrieve both categorisation and AI summaries of cases. This means you always have up-to-date information on the customer record, without any manual handling.
