Reduced Response Time
Increased Operational Efficiency
The client is an insurance company where agents create conversation summaries and identify intent categories after every customer interaction. This made the process time consuming and reduced operational efficiency. The client sought to develop a solution to automate call categorization and reduce agent case interaction time.
Quantiphi developed a solution which leveraged its NLP capabilities to provide automatic chat and call categorization and summarization in near real-time to reduce agent case interaction time and provide increased consistency. These conversations also helped to derive sentiments.