“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.”
The trading company FTMO responds to incoming emails and contact form messages from its users, which requires know-how and control in internal systems. FTMO needs to prepare automatic answers to the most frequently recurring questions. integration with the LiveAgent is also required.
We deployed SentiSquare AI: We prepared 21 templates ready to detect recurring requests. SentiSquare AI responses to 23% of emails, and some of them are fully automated.
Automation saves the routine work of agents, who can now focus on more complex queries and improve the customer experience. FTMO managers have greater insight into communication with users.
“At Kooperativa, we strive to achieve the best possible Customer Experience, and it would be very difficult for us to progress without the analysis of unstructured data. With AI technology as an integral part, SentiSquare's tool makes this job much easier.”
"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.”