Use CaseCustomer Service

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.

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Revenue

Revenue - Churn risk reduction

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Operational Support

Operational Support - Situational awareness

Description

Analyse and understand customer sentiment displayed through direct customer contact

Key considerations

Upside2

Linked Case Studies

Case Study

Humana Inc.

Humana achieves 28-percent increase in customer satisfaction by coaching agents and supervisors in real-time by recognising emotions from customer voice

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Case Study

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

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Case Study

Dubai Airport

Dubai Airport improves customer waiting time and baggage tracking through out the airport using machine learning and visual recognition

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Source: kaggle.com · Editor: original-sdg