We understand
text_
_You provide top-class customer service
Text analysis for innovative customer centric companies.
Powered by AI.
Explore
We understand
Products_
Email Automation
Customer Feedback
Analytics
Speed Up Resolution Time
Save Manpower
Increase Contact Centre Capacity
Grow Customer Satisfaction
Understand 100 % of Feedback
Free Up Your Analysts
Success stories_
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_
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.
7|7|2020
News
Peter Kesch, head of business development at SentiSquare, gave an interview to the financial magazine Fintag. He described the benefits of using machine learning-driven text analysis to obtain detailed information about customers - and what they say about their concerns, wishes, and objections.
18|5|2020
News
Czech financial and investment advisers have a new regulation to comply with. From 1st May 2020, they are obliged to record telephone calls with clients in which they deal with investments. That way, CNB aims to ensure financial advisers and intermediaries comply with rules. Most financial advisory companies and advisers were against this. It is a burden both procedurally and financially; in addition, they may need to employ people to evaluate the calls. That is when AI comes to the rescue, transcribing calls, evaluating them and structuring the data to allow for searching for specific information. As a result, financial and investment advisory firms will gain a new world of insights about customers that would otherwise be difficult to access.
Reference_
Join our mailing list to stay up to date and get notices about our new releases!