A Fortune 500 company wanted to understand what was driving their call volumes and what the customers were talking about when they place a call to their customer care centre.
We customized our domain independent NLP solution for millions of audio calls and built a dashboard that informed them the top themes, sub-themes that drives the call volumes. In addition, we identified the top themes with negative sentiments and the top actionable insights.
5M$ Impact – Identifying the top actionable insights enabled business to identify the focus areas and fix issues faced by customers quickly.
3M$ Impact – Focus area identification with negative sentiments enabled our client to reduce call volumes by addressing concerns faster.