© 2019 by the PA CONSULTING GROUP

  • Black Twitter Icon
  • Black LinkedIn Icon

Data Driven Organisation website

Automated analyses of customer call recordings

Satisfaction predictor

Our insurance client in The Nordics manually analysed recordings of all client calls to better understand conversational patterns and client behaviour. This was a time intensive, costly and non scalable exercise. Therefor our client was looking for ways to increase the impact of such analyses.

The challenge

How PA helped

PA applied speech to text techniques and performed emotion and sentiment analysis on the recordings. We analyzed the correlation of variation in customer arousal during the conversation and the arousal of the employee. This resulted in fast and scalable profiling during customer calls.

Benefit for the clients

The improved customer profiling based on sentiment analyses resulted in an automated and scalable analyses of customer and employee behaviour. The insights were used for better trained (and supported) call centre staff and higher customer satisfaction.