CASE STUDY — Energy & Beyond
Call Center Analytics
Deeply understand your customers
Sector:
Energy & Beyond
Focus:
Call Center Analytics
BUSINESS CHALLENGE
Managing high call volumes with inefficient issue resolution
Managing millions of customer support calls annually, with frequent repeat calls and inefficient issue resolution, significantly impacts customer satisfaction rates and strains resources.
SOLUTION IMPLEMENTED
An AI solution for call transcription, quality evaluation and churn prediction
Implemented an AI solution to transcribe calls, evaluate quality, and predict customer churn from conversation patterns. Interactive dashboards to visualize insights on call reasons, cancellation causes, and sentiment trends.
TECHNOLOGY
Built to transcribe, analyze, and visualize customer conversations at scale
DATA PLATFORM
Azure Stack
Efficient storage and management of large transcribed call data volumes, supporting both structured and unstructured data.
SERVING
POWER BI
Real-time insights integrated into interactive dashboards, with automated processes ensuring smooth, seamless data integration.
AI
AZURE FOUNDRY
Leverages AI to transcribe calls, analyze sentiment, predict churn, and extract insights from conversations.
Results & ROI
What changed once the platform went live
COSTS SAVINGS
Reduced operational expenses by 20% through streamlined call processing and automated quality audits.
PERFORMANCE
Enhanced customer satisfaction and first call resolution rates, optimizing agent efficiency through data-driven insights.
RENTENTION
Increased customer loyalty by predicting churn and enabling targeted retention strategies.
