CASE STUDY — Energy & Beyond
Analítica de Centro de Llamadas
Deeply understand your customers
Sector:
Energy & Beyond
Enfoque:
Analítica de Centro de Llamadas
DESAFÍO EMPRESARIAL
Managing high call volumes with inefficient issue resolution
Managing millions of customer support calls annually, with frequent repeat calls y inefficient issue resolution, significantly impacts customer satisfaction rates y strains resources.
SOLUCIÓN IMPLEMENTADA
An AI solution for call transcription, quality evaluation and churn prediction
Implemented an AI solution to transcribe calls, evaluate quality, y predecir el abandono de clientes a partir de conversation patterns. Interactive paneles interactivos y actualizados to visualize información on call reasons, cancellation causes, and sentiment trends.
TECNOLOGÍA
Built to transcribe, analyze, and visualize customer conversations at scale
PLATAFORMA DE DATOS
Azure Stack
Efficient storage y la gestión of large transcribed call data volumes, supporting both structured y datos no estructurados.
ENTREGA DE DATOS
POWER BI
Información en tiempo real integrada en paneles interactivos, with automated processes ensuring smooth, seamless data integration.
IA
AZURE FOUNDRY
Leverages AI to transcribe calls, analyze sentiment, predict churn, and extract información from conversations.
RESULTADOS Y ROI
Lo que cambió tras la puesta en marcha de la plataforma
AHORRO DE COSTOS
Redujo los operational expenses by 20% mediante streamlined call processing y automated quality audits.
PERFORMANCE
Mejoró los satisfacción del cliente y first call resolution rates, optimizing agent efficiency mediante data-driven insights.
RENTENTION
Increased customer loyalty by predicting churn y permitiendo estrategias de retención específicas.
