Conversation data from contact centers pack immense insights into customer sentiments. Most of this customer data, collected across channels - voice, chat messages, emails, and chatbots, is in an unstructured format. For banks to create differentiated experience across touchpoints, they must integrate and harness unstructured data to extract meaningful insights into customer behavior.
Virtusa’s Customer Chat Intelligence solutions applies AI and machine learning technology to analyze unstructured data from customer conversations to unlock actionable insights into the needs and expectations of the customer. It can be used to measure the effectiveness of customer service processes and personnel, and also help product, sales, and marketing leaders drive positive results – better service, higher revenues, and strong brand loyalty.