Contextual Call Analytics for Kooperativa | SentiSquare No-Code NLP platform

What they say about us

“At Kooperativa, we strive to achieve the best possible Customer Experience, and it would be very difficult for us to progress without the analysis of unstructured data. With AI technology as an integral part, SentiSquare's tool makes this job much easier.”

Michal Jirman

,

Head of Methodology and Control Department

Challenge

Kooperativa faced the task of processing hundreds of thousands of calls each month. The sheer volume made manual processing impractical, necessitating an advanced solution to monitor trends and correlations, and to glean actionable insights for enhanced customer care.

Solution

Deployment of SentiSquare AI: identified key topics and sub-topics in calls, analyzed incident reports via the call center, determined the meaning of words. Tailor-made dashboards for different users and different problems. On-premise solution. 100% selected calls are automatically analyzed. Call analysis immediately after a call transcript is available.

Collaboration results

Here's how we transformed Kooperativa's approach to call center analytics:

Identified Key Topics and Sub-Topics:

Deployed SentiSquare AI to meticulously identify key topics and sub-topics in calls, providing a granular understanding of customer interactions and concerns.

Analysis of Incident Reports via Call Center:

Analyzed incident reports via the call center, enabling Kooperativa to proactively address potential issues and improve service quality.

Determined the Meaning of Words:

Leveraged AI technology to determine the meaning behind words used in calls.

Tailor-Made Dashboards:

Crafted tailor-made dashboards for different users and specific problem areas.

On-Premise Solutions:

Provided on-premise solutions, ensuring data security and compliance with industry standards.

Fast Analysis:

Calls are automatically analyzed immediately after a call transcript becomes available.

Kooperativa has an accurate picture of what is happening in its call center and potential problems that clients are solving.

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