Innovative dashboard to improve customer support

Use case

Analyzing conversations across different Contact Center channels, using voice recognition technologies to understand customer satisfaction

Opportunity

Speeding up the digitalization process of the sector with a data-driven approach, creating a sustainable, interconnected, and inclusive ecosystem, capable of monitoring networks and systems, reducing waste and inefficiencies.

Challenge

A tech platform that analyzes conversations across different Contact Center channels, using voice recognition technologies to identify satisfaction levels, any unspoken needs, and improve customer service, leveraging language models and dashboards that can be adapted to business needs, with features such as:

• sentiment, mood, and customer responsiveness assessment
• specific KPIs to evaluate the effectiveness of customer support
• morphing and anonymization of personal data to ensure privacy
• omnichannel information management.

Solution

Technology platforms analyze conversations held across different Contact Center channels (phone, email, chat, etc.) to directly discover from the customer's words their level of satisfaction and any unexpressed needs, to improve the support service.

The data, organized in an unstructured format (like conversation text), are streamlined and displayed on a dashboard that includes cross-channel analytics, voice morphing procedures, anonymization of sensitive data, and content classification in multiple languages.