Digital Mission

Support and Enable Diverse, Connected Communities

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Customer Experience Management Augmented Customer Support

Customer Sentiment Analysis

Current Situation

The process of determining emotions during interaction with specific services or company brand; this is achieved via NLP to determine the mood of the customer

Goals and Objectives

Negative customer attitudes that can lead to exponential brand damage via word of mouth or social media and, likewise, positive customer sentiment can provide revenues and profits via higher consumption and subscribers

Technology Deployed

Leverage AI/ML algorithms to determine negative, positive, or neutral emotions during a call; escalate chatbot interaction to live agent or create knowledge database to influence company strategy

Use Case Summary

Escalating chatbot interaction to live agent or create knowledge database to influence company strategy

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