Whenwhyhow Behavioral CDP

whenwhyhow is a pioneer product in the space of digital customer service, a new type of customer data platform (CDP) focused in customer mindset insights collection (understanding the whens, whyes & hows of each customer to help to serve them better with improved CX with personalization & digital empathy. 

Whenwhyhow allows: 

develop own website

Modelling & structuring customer data creating a Customer Data Platform (CDP) built on top of NoSQL database.

Customer-journey analytics, which provides insights about usage of digital channels and trendy Chatbots & Voice Assistants.

#nocode data model definition with the GUI tool.

#lowcode data connectors with generic API

A brand new use case of AI/ML, providing customization patterns and enables empathy generation within the digital channels. The focus is the customer engagement improvement while other AI cases focuses on NLP or recommendation (short-term upselling).

A new type of mindset-behavioral analytics based on crossing customer actions with external events looking for the whyes, whens and hows, potential causalities and create behavioral profiles able to generate hyperpersonalization through your digital channels to improve engagement and loyalty.

Enhanced conversational analytics (as it is becoming the trending channel) to measure customer skills and adapt the communication to the most fluent possible (buttons, menus to the ones with slow typing times, etc). Chatbot/VUI bottleneck easy detection.

Whenwhyhow in action

In order to accomplish those tasks, the system matches access to digital channels against customer segmentation information and a new way of context shaping (economy, stock markets, weather, relevant news in the field, ad campaigns from competitors, etc). Customer segmentation and context shaping can be defined by each company using the platform, allowing the measure of the impact on customers at individual and segment levels. whenwhyhow does not replace your existing digital channels nor CRM vendors, just adds value on top of previous IT investements, and this value is oriented to improve engagemente and loyalty, reduce churn and boosting LTCV.

What are contexts, external events, and how do they feed the platform?

External Contexts are those events to be defined by each company based on the vertical or field whose influence wants to be measured, either at individual level or at segmentation level, in order to find out whether such influence is uniform or is specific, and use that information to customize both customer relationship (showing that you know about your customer worries, concerns and motivation) and targeted customer offers.

Each company can define its own contexts with a given granularity. The idea is create a very simple framework for marketers to create behavioral experiments to create new customer segmentations based on reactivity to external events.

What companies is whenwhyhow adding value to?

whenwhyhow brings extra value to companies and verticals that are highly intensive in digital customer service, especially those with omni-channel architectures, i.e. banking/fintech/wealth (there is an special version for them), insurance, utilities, e-commerce, telcos, airlines.

whenwhyhow adds value to previous investments in digital channels’ technology by increasing the insights that can be extracted, therefore helping to increase empathy and customization. Our product does not replace existing digital channel infrastructure providers neither customer databases. Integration with existing systems is easy, an API is provided. The product has been designed to avoid the pains of complex integrations with enterprise IT already deployed digital-channels & CRM components by any vendor.

Is it required to have the complete set of data sources and channels integrated from the very beginning?

No, data sources and channels can be added gradually, in a flexible way. It is no required to have all of them to start working with the platform, and there is no requirement to integrate with the customer database either. If there is no segmentation available at the beginning of the integration, then the analysis will be performed over the whole users, and the individual customization. In the same way, all the (past) information is processed again when a new channel, context or segmentation is added to the system, so the metrics and insights generated are kept in a consistent way. 

whenwhyhow is a tool for interactive analytics, event influence hypothesis validation, and enforcement of insights generated from channel customization and empathy patterns.


NO! whenwhyhow is integrated with your customer service channels or well at integration level in the case of conversational channels (chatbots or voice assitants) or at "summary session" level reporting the metrics you defined as useful for mindset-analytics (let's say app or web visited screens, particular action performed or not, etc.)

NO! whenwhyhow is an Customer Data Platform integrated with your CRM to import customer info including the segmentation information (full or partial). In the same way that whenwhyhow uses CRM information as the segmentation whenwhyhow can provide new types of segmentations detected by user behavioral patterns enriching the CRM data.
However, in case of not having CRM already deployed in your IT architecture the segmentation capability of whenwhyhow can serve as CRM-lite.

The segmentation of customers could have a few comment segments (age, language, education level, location, generalistic client-tier) but lots of particular segmentation possibilities related to the specific vertical in which the enterprise operates. I.e. Airlines could segmentate the customer according to the number of flights taken, percentage of delays suffered, seat preferences while banks could add additional classification on wealth, income, mortgage status, types of investment, etc. Then, the whenwhyhow platform web tool allows to easily define the segmentation needed for your company and also try with different tiering o segments.

The privacy of the end-customer data is key and whenwhyhouse philosophy is to identify the customer record as a code that only knows the enterprise, pseudonymisation, and could be different from personal public identifiers. It allows to deploy the solution in public clouds without sensitive personal information. 

An external context is whatever phenomena that could potentially impact in the customer behaviour modifying the probability of a customer-care interaction. Each enterprise using Anbotux could easily define an external context (example: its own stock evolution) and assignining daily a value (ordinal from bad to good) as a way to normalize whatever context in a similar way to apply Statistics/AI/ML techniques.

You may see a video explaining this topic 

whenwhyhouse is using a NoSQL database, MongoDB, as it matches the needs of the platforms and has been accreditted in many potential customers  as Banks, Airlines, Insurance companies, telcos, etc in order to easy the licensing with full support of database.

whenwhyhow offers a set of 4 HTTP Restful APIs to feed the platform with the data: 1) conversational-channels API to be used by the company/team in charge of the conversationa channels to introduce all the chatting events and also getting user-feedback for personalization. 2) Customer Data API to be used by customer departments to migrate the customer data from CRM needed for a proper segmentation and analysis. 3) Non-conversational channels summary sessions API to be used by customer care department to load the history of access via whatever channel as starting point to evaluate the chatbot impact along the time. 4) External Context API to be used by enterprise data scientist or external providers to create normalized datasets describing and measuring a myriad of different phenomena. The reason to offer this as 4 APIs with different APIkey is because we gather 4 types of data with different owners in each enterprise, the logical approach is that each "data owner" only can feed the platform the data she/he is responsable for. The API manager used is WS2O by it could be replaced to other used by enterprise customers upon request.

The initial features include:

- Conversational & not converational channel metrics collection and visualization.
- API accessible user profile including channel-mix, channel-mix evolution, conversational skills & external context reactivities and segment-benchmark mapping the customer-mindset.
- Data feeding APIs (Customer Info, conversational interactions, non-conversational channels summary sessions & External Contexts API).
- Customer segment enterprise defined configuration.
- Digital channels enterprise defined configuration.
- External contexts to be evaluated enterprise defined.
- Chatbot/Conversational A/B agnostic testing (chatbot vendor independent).
- New UX Look&Feel based on VUE technology.
- Cloud based offering.
- API exposure using WS2O.
- Customer-Journey analytics.
- Machine Learning external context impact evaluation on customer-segments and individual users
- Intent flow converational agnostic visual analysis to detect bottlenecks & conversational flows design mistakes.
- SaaS version. (available as sandbox for prospect customer & partners). 

whenwhyhow is offered as a product/service combination with a setup fee and a monthly rate to help with the integration and consultancy about potential use cases and the inmediate deployment of new features being developed according to the roadmap. This way also allows to create a collaborative roadmap prioritization according with additional needs collected by the initial customers.
Initially the production pricing range varies from 0,25 to 1 € /year per end-customer analyzed in database. The range is depending on enterprise providing their own cloud and/or database/API Manager licenses or everything provided by whenwhyhow.

PoC & Trials are provided with a pricing affordable for innovation departments.

Whenwhyhow can be deployed in Google Cloud Platform (GCP), Amazon Web Services (AWS) and Azure.
Currently we are not offering SaaS but the platform is SaaS ready and we are planning a SaaS model in Q2'2021 to extend the benefits of using whenwhyhow to SMEs and big companies prefering an easy try & buy mechanish to evaluate the solution. 

Yes, whenwhyhow is actively looking for partnerships with chatbot/digital channels or CRM companies as initially we opted for not reinventing the wheel and focus to extend the possibilities of digital channels (helping to analyze better the end-customer base and helping to create better personalization) with a cooperative approach.
We are offering a competitive margin for partners.