How we use artificial intelligence to increase customer satisfaction and reduce costs

17 January 2018

Anyone who has ever called the service line of a government body or a large service provider will surely know what it’s like: long waits, being put through to several different people and never getting the right answer straight away. Since the Dutch comedian Youp van ‘t Hek created a Twitter storm in 2010 about T-Mobile and their, in his view, dismal customer service, much has improved in most customer contact centres. But there is still so much more to be done. At The Analytics Lab we love a good challenge, so we have made a dashboard that uses artificial intelligence to help companies improve their customer interactions and reduce their costs at the same time.

Many of the extra costs incurred at customer contact centres are caused by unexpected processing costs. For example, from extra calls or a higher rate of complaints. Mostly, this doesn’t just mean extra costs, it means lower customer satisfaction too. It often feels like call centres are being swamped by these questions and complaints: the nature and volume of the questions are unforeseen. However, it is perfectly possible to predict unforeseen events when you have the right knowledge, business processes and the combination with artificial intelligence.

Artificial intelligence allows us to deliver a dashboard that uses predictive algorithms which make real-time recommendations. These recommendations for process improvements can be displayed on an hourly, daily, weekly or monthly basis. Based on a dataset that we created ourselves, we used our data sampler to make a preliminary version of a dashboard to get more control over unexpected costs. We also believe that converting spoken language into written text in real-time generates valuable information. It means you can ascertain more quickly what the real reason behind the call is. We can also use sentiment analyses to unlock insights into the sentiment of any conversation and make a psychometric profile of the caller. The first version of our dashboard has already gone live.

Are you curious about our dashboard? Are you interested in how your company could use artificial intelligence to get better control over customer interactions? If so, you can click the button below to go to the dashboard or contact us directly using the contact details below.

View Dashboard