Transforming customer contact with intelligent insights and an intuitive user experience

A digital coach built for real conversations

Guidnce analyses every customer interaction shortly after the call has ended. Using advanced speech and text processing, the platform evaluates each conversation against key Quality Performance Indicators, including but not limited to:

• guiding the conversation along a clear structure, from first question to final confirmation

• giving answers the customer can rely on: accurate, complete and compliant

• keeping a pace that gives the customer room to follow, ask and decide

• showing empathy that matches the moment, whether it is a routine question or a difficult message

Guidnce is extending this framework with outcome indicators that assess the result of the conversation itself: was the customer’s problem actually solved, and how much effort did it take the customer?

Each call receives an automated score. When aggregated across all interactions, these scores create a reliable and objective view of an agent’s daily performance. These scores prepare the team leader’s coaching. They never trigger automated decisions about an employee: a human always stays in the loop.

The platform then turns these insights into actionable coaching. Agents can complete realistic roleplays, follow short flash trainings and develop their communication and soft skills continuously. Guidnce works as a digital coaching layer that supports personal and professional growth, while agents and team leads stay in control.

A human-first approach in a world of automation

Self-service portals, chatbots and voicebots filter out millions of simple questions. What remains for human agents are the complex, urgent or emotionally sensitive interactions. These require clarity, empathy and judgement.

Where most tools focus on automation, Guidnce focuses on people. It strengthens the hard and soft skills that matter during the moments when customers need human attention most.

A platform designed for teams, not just technology

Team leaders benefit from automated analysis and preparation. Instead of manually reviewing large volumes of interactions, they receive clear summaries and dashboards that reveal improvement opportunities per agent, channel and contact reason. This makes coaching more focused and allows team leaders to spend more time supporting their people instead of preparing sessions.

The technology is modular and system-independent, allowing fast implementation without heavy IT work.

Two Point O’s role: making data and AI approachable

Two Point O was responsible for the frontend experience of the Guidnce platform. Our work focused on making complex intelligence easy to understand and simple to act on.

Two Point O handled the implementation, working from designs developed by Humix:

• dashboards and charts that visualise performance, trends and scores

• intuitive interfaces for AI-powered RAG chats

• clear screens for roleplays, flash trainings and coaching flows

• user-friendly management views for teams and groups

• a fast and modern interface that supports adoption across organisations

Our goal was to create a user experience that feels light, clear and supportive, even though the platform processes large amounts of data behind the scenes.

We are very satisfied with our collaboration with Two Point O. The quality of their work and the professionalism of their people stand out, and that shows in the interface our users work with every day.

Stephen VandevenneCo-Founder | Guidnce

The impact: better conversations, stronger teams and measurable results

Existing deployments show what this approach changes in daily operations. Team leaders spend less time preparing coaching and more time actually coaching. Agents receive feedback on every conversation instead of a small sample. And quality becomes measurable across channels and contact reasons.

1. 1

   Stronger customer outcomes
   First Contact Resolution increases by 15% to 25%
   CSAT improves from 3.8 to 4.2

2. 2

   Higher productivity
   Average Handling Time drops by 85 to 100 seconds through Automated Quality Monitoring

3. 3

   Faster employee development
   New agents reach full productivity 50% faster

4. 4

   Better coaching and leadership efficiency
   Team leaders save 50% of their preparation time for coaching

Ready to move your digital product forward?

Guidnce shows what becomes possible when powerful intelligence is paired with a clear, intuitive and trustworthy interface. If you want to turn complex data or AI-driven insights into a product that teams truly enjoy using, Two Point O is ready to help.