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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_
16|2|2021
News
At SentiSquare, we are very proud of our cooperation with Rohlik.cz and Kifli.hu, that started in 2020 and we are now part of their growth in Europe.
25|1|2021
News
Nowadays customer communication is getting more and more important and lots of companies are thinking about how to improve. Gain some inspiration from the journey E.ON took in implementing AI to support the simple, but painful and boring task of sorting and forwarding incoming customer emails and, after realising how AI can help, adding more AI-based services, ending up with smoothly automated processes in Customer Communication and support.
19|11|2020
News
The project implemented by SentiSquare for E.ON entitled “360° Advanced Customer Communication Analytics at E.ON” was awarded a score of 95% and thus won the WebTop100 competition for the first time in the Artificial Intelligence category.
Selected references_
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