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Email Automation: Dispatching at E.ON
Case
50,000+
emails per month;
time to dispatch
Before
2 min 39 sec
per email + backlog
After
0.3 sec
per email
NO backlog
Since the deployment of SentiSquare AI, emails are getting through to the right agent immediately.
Through continuous learning, SentiSquare AI is getting even better over time.
As a result, E.ON is saving time and effort – letting humans connect and add real value instead of doing robot work!
Customer Feedback Analytics: NPS at Albert
Case
40,000
feedback pieces per quarter
Before
Manually processed
After
Automatically classified
120 high-skill man-days saved yearly through automated classification of feedback.
Time needed to deliver feedback report reduced from 3 weeks to 3 days.
Based on 100% feedback coverage, each department, branch and region can laser-focus resources to make the greatest impact on customer satisfaction!
Email Automation: Attachments Processing at E.ON
Case
25,000+
attachments per month
50+
types of form
Before
Manually processing
After
Automatically dispatched
SentiSquare AI now recognizes emails with important attachments and sends them through to the right agent immediately.
It also edits document scans & images into a unified format.
As a result, E.ON is saving time and effort – letting humans add real value instead of doing robot work!
Customer Feedback Analytics: SMS at T-Mobile
Case
15,000+
feedback SMS per month
Before
Read & Forgotten
After
Automatically analyzed
SentiSquare AI now recognises the topic and sentiment of all incoming feedback.
T-Mobile can measure the drivers of customer satisfaction in near-real time.
T-Mobile’s management makes better-informed decisions based on focused insight on any important issue available any time!
Email Automation: Quality Assessment at KIWI.com
Case
80,000+
emails per month;
% QA coverage
Before
1 %
After
100 %
Since the deployment of SentiSquare AI, 100% of agent-written emails are getting checked immediately.
Through continuous learning, SentiSquare AI is getting even better over time.
Managers at KIWI.com now know precisely how the quality of customer service is looking & which agents need more training!
Customer Feedback Analytics: NPS at E.ON
Case
12,000+
feedback pieces per month
Before
Manually processed
After
Automatically classified
SentiSquare AI recognises the topic & sentiment of all incoming feedback.
E.ON can now measure the drivers of NPS at every touchpoint, down to each region and 3rd party contractor.
E.ON’s management makes better-informed decisions enabled by focused insight into all important indicators!
Newsroom_
22|10|2020
News
Even as artificial intelligence lacks the scope of human brain capabilities, “Business AI” has already seen success in carrying out narrowly defined operational tasks. AI guru Kai-Fu Lee, former director of Google China, gives some examples of opportunities lying in the tagged data of companies — such as insurance fraud identification and cancer identification in X-ray scans. A lot of potential also lies in sorting and analysing customer messages — the jargon term for which is ‘text classification’.
27|8|2020
News
27. 8. 2020 SentiSquare celebrated its 6th birthday. Usually, a “birthday” is something where you have a look back and review what happened so far, what was achieved but also to think about the future and where we want to be in several years from today on.
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