SMS Feedback analytics for Raiffeisenbank
"At Raiffeisenbank, we have long been interested in the voice of the customer, we try to obtain feedback in various ways and use it to improve our services but also to motivate our employees. This approach provides us with extensive data from clients, their comments, remarks, and ratings. And because we don't want any opinions to get bogged down, we’ve deployed SentiSquare AI on top of that data to help us process it. SentiSquare AI can structure the unstructured data into ready-made categories so that our employees, CX experts, and managers can see what resonates with our clients. It can also catch sentiment from comments or clients who require our help and need to be contacted immediately to resolve their issue. We also use the system for cases where clients are reacting irritably or it’s clear from their response that it wouldn’t be appropriate to contact them further, and we also adjust our client outreach policy as a result. Deploying SentiSquare AI has saved us a lot of capacity and time when addressing some needs manually or through simpler mechanisms. It has also increased the interest in client feedback outputs, as categorizations and structuring have made it more digestible and clearer for the end recipients. Moreover, everything is done in a purely automated way, so there’s no need to worry about the whole mechanism in any dramatic way.”
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