Growing Importance of Text Analysis in Customer Service
The presentation will revolve around Root Cause Analysis of customer service data from a Voice of the Customer perspective. It will highlight tangible use cases, strategic & tactical benefits, challenges & vision of text analysis applicability in this vast field.
Financial Services & Utilities have the biggest need for root cause analysis of their customer complaints from an insights perspective & because of heavy regulatory requirements in the UK. In other industries like Retail & Telecom, companies which are relying heavily on CX metric like NPS, CSAT for measurement & monitoring purposes, usually have their employee compensation structures linked to these. To drive improvement in these KPIs YoY, customer service data provides huge insights improving customer experience. Text analysis provides a platform for a structured way of understanding the areas of improvements & gaining easy wins at a micro level in the form of quick close the loop.