Case Study

Call center customer sentiments analysis

The detection of customer sentiments help companies to craft better customer experiences. In the assurance sector, within the customer interaction with call centers, the goal is to determine the emotional tone of the conversation, redirects to the right services & adapts the speech for the customers ​

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IN BRIEF

KEY INFORMATION

VOICE ANALYSIS

By analyzing the tone of voice & detect the emotions of customers

EMOTION AI

Through interpretation techniques (audio, video, etc.)

TEXT INTERPRETATION

From speech-to-text to Natural Language Understanding

Challenges

  • Capture sarcasm and intrinsic complex conversation​
  • Process of any size and length of dialogues​
  • Split the multiple emotions expressed during a conversation

Solution

  • Creation of an automated search​
  • Classification of customers depending on their trends of emotions​
  • Definition of the reasons behind changes in customer’s emotion

Gains

  • Decrease Churn rate while improving sales by changing the dynamics of a conversation with a customer​
  • Solution implementation: ​ 3 weeks​
  • Increase Customer satisfaction

Testimonial

“We were able to quickly optimize how to improve customer satisfaction“