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.
We apply our expertise in the architecture, design, and implementation of AI frameworks for customer service to build a dashboard-based solution that integrates easily with your contact center system to provide transformational benefits that include:
The solution provides customer service interaction data across text chats, voice, chatbot, email and other channels and transforms them to a standard format. It then applies NLP to analyze trends, sentiments, and gather insights on customers, agents, market trends to build a dashboard view of the intelligence derived. The dashboard can be built on any tool.
Features include:
Virtusa’s Customer Chat Intelligence solution extracts sentiment, query patterns, conversations trends, and other key outputs to enable CX transformation
For a deep-dive session, schedule a call with our experts.