“With SentiSquare AI, we better understand customer pain points and focus our initiatives where they are most needed.”
E.ON, an energy provider, faced a significant challenge in managing and analyzing a large volume of customer feedback received from various touchpoints and third-party services. With over 12,000 open feedback pieces each month and subtle differences between topics, classifying and understanding customer sentiments became a daunting task. To tackle this issue, E.ON deployed SentiSquare AI, an advanced artificial intelligence solution that brought together all feedback sources and provided automatic recognition of topics and sentiments.
E.ON received an overwhelming amount of feedback from customers across multiple channels and interactions with third-party contractors. Manually sifting through and classifying the feedback to gain valuable insights was a time-consuming and challenging process. Subtle nuances in customer feedback made it difficult to accurately categorize topics and determine customer sentiments.
In response to these challenges, E.ON decided to leverage SentiSquare AI, an innovative AI-powered platform designed to handle natural language processing and sentiment analysis. The implementation involved integrating all feedback sources into the SentiSquare system to create a comprehensive 360° view of customer sentiments and topics. The AI model was trained to recognize and categorize feedback across different touchpoints and regions, including interactions with third-party contractors.
The deployment of SentiSquare AI provided E.ON with transformative results:
Through the deployment of SentiSquare AI, E.ON successfully addressed the challenges posed by a vast amount of customer feedback from various sources. The AI-powered platform provided a 360° view of customer sentiments and topics, allowing E.ON to gain actionable insights and improve customer experience at all levels. With SentiSquare, E.ON is now better equipped to deliver exceptional service and drive customer satisfaction, securing its position as a customer-centric leader in the energy industry.
“Customer care has an important role in FTMO. Often these are recurring queries, where SentiSquare text analytics helps to speed up responses to our clients and save routine work for agents. This allows them to focus on more complex queries.”
“SentiSquare’s contextual email processing saves our employees work. Our Front Office operators now spend less time on routine tasks, instead focusing more on client care.”