Speech/text analysis

‍Challenge

Improve customer experience/customer service.

Problem description

• Bank miss out on crucial details regarding customers' queries, concerns and uncertainties. 
• Labels inputted by CC advisors revolve around technicalities or passwords. They are unable to record critical remarks and expressions brought up by clients due to time constraints (a new call is being initiated). 
• Unsolicited feedback gathered spontaneously from customers in real-time is far more advantageous and practical compared to what is received through a delayed phone survey with standard, detached and "sanitised" responses.
• Spot-on "insights" from sales and post-sales conversations with customers are not being collected through qualitative listening, such as by trainers or CC coordinators. At the same time, Bank do not receive any comprehensive notes from consultants after conversations, nor do automatically analyse customer statements using speech analytics. 
• Consequently, bank lose the opportunity to receive valuable spontaneous feedback from customers regarding products, offerings, the quality of conversations, and the competency of consultants.
• Bank do not analyse customer statements in reference to emotions or keywords, and we do not maintain a databank of the most frequent objections.

Solution

• Integrate Generative AI algorithms for preparing notes from the contact with customers
• Integrate dedicated Machine Learning models for classification a speech sentiment or emotions
• Integrated 5 different data sources into one workflow

Key Results

• Enhanced Customer Experience: By using Generative AI algorithms to prepare notes from customer interactions, banks can ensure that all critical remarks, expressions, and feedback are accurately recorded, even when time constraints prevent advisors from doing so manually. This leads to a more personalized and attentive customer experience.
• Real-time Feedback: The ability to gather unsolicited feedback spontaneously from customers in real-time provides banks with immediate insights into customer concerns and sentiments. This enables quicker issue resolution and allows banks to address customer needs proactively.

Why Choose SLS?

The SLS platform transforms customer experience by:  

• Creating a unified knowledge base for seamless omnichannel interactions.  
• Equipping staff with real-time insights to address customer needs effectively.  
• Enhancing loyalty through personalized and consistent service.  

With SLS, banks can strengthen customer relationships, improve operational efficiency, and gain a competitive edge in the market. 

Questions Answered:

How can we provide consistent customer service across branches and contact centers?  

• Answer: By implementing SLS’s unified workflow, which consolidates data from multiple sources into a single accessible system.  

How can we improve customer loyalty through personalized interactions?  

• Answer: SLS enables staff to access real-time customer insights, ensuring tailored and attentive service.