AI Use Case
Analyse and understand customer sentiment displayed through direct customer contact
Using voice and text analysis to uncover overall customer sentiment - negative or positive - sometimes in real-time as displayed when they contact the company; for example through the contact centre.
Function
Customer Service
Contact Centre
Benefits
Revenue - Churn risk reduction,Operational Support - Situational awareness
Case Studies
Dubai Airport~Dubai Airport improves customer waiting time and baggage tracking through out the airport using machine learning and visual recognition,Northstar Location Services~Northstar Location Services decreases customer call escalation by 54% and handle time by 35% implementing Castel Detect to monitor emotional thresholds during customer service calls,Humana Inc.~Humana achieves 28-percent increase in customer satisfaction by coaching agents and supervisors in real-time by recognising emotions from customer voice
Potential Vendors
Splunk,Castel,Cogito
Industry
Data Sets
Text,Audio
AI Technologies
Product Type - NLP - Text Classification,Product Type - NLP - Topic Modeling,Product Type - NLP - Semantic Similarity,Product Type - NLP - Semantic Clustering,Product - Customer Sentiment Analysis