Since the early stages of customers acquisition and throughout the course of service delivery, data reveals much about the needs and aspirations from the relation between the customer & the service provider. Customers constantly voice out those needs and aspirations through signals and advanced customer analytics is among the most powerful enablers to companies for translating those signals into useful insights to guide customer relationship management. Machine learning have been at the center of these enablers and Cognitro has been working with banks, retailers and telecom operators to leverage AI and predictive analytics customers to build targeted campaigns to customer customers, maximize share of wallet, create new products to match customers needs as well as predict customers attrition and win-back strategy.
Customer call centers are usually the first line of interaction for companies with customers. But call centers can become inundated with calls from dissatisfied customers seeking better customer attention and/or service quality. If went unnoticed, dissatisfied customers can cost the company to loos many customers to competition and face the potential of declining market share. To alleviate this risk, Cognitro has developed TonAlyze.AI, an AI-driven tool that can detect up to 5 different emotions from human voices including anger, happy, disappointed, anxious and stressed. The tool can be deployed in-real time to monitor when calls on hold in order to prioritize the call. It can also scan recorded calls to tag calls based on the overall sentiments derived from the call.