Relationship Analysis:

Analyzes customer-agent interactions at the message level and case level.
Provides relationship scores to measure sense of belonging, communication quality, tone, and responsiveness.
Developed in collaboration with academic reasearchers and customers, to validate the value in practice and the theoretical underpinning.

Sentiment Analysis:

Aggregates relationship scores to determine overall sentiment trends for customers or accounts.
Provides actionable insights to identify dissatisfied customers and intervene proactively.
Includes prediction of CSAT before case closure, which allows for proactive CSAT improvement

Visual Dashboards and Reporting:

Presents sentiment trends and relationship scores in intuitive, actionable dashboards.
Enables filtering and analysis across agents, teams, and customer segments.

Automation and Proactive Alerts:

Real-time monitoring of sentiment changes to identify risks early.
Automates follow-up actions for customer retention or agent performance improvements.

Key Benefits

Enhance Customer Experience:
Strengthen customer relationships by identifying and addressing dissatisfaction early.
Improve Agent Performance:
Train and coach agents effectively with data-driven insights into communication quality.
Reduce Churn and Drive Loyalty:
Retain customers by proactively managing relationships and improving satisfaction metrics.
Boost Operational Efficiency:
Automate sentiment tracking and follow-up actions, reducing manual workload.