“Thanks to SentiSquare AI, we have a better understanding of what’s going on at our helpdesk. Thanks to the analytics of our communication, we can focus on improving the work of our operators, tracking the evolution of customer requests.”
Kiwi.com experiences 20k+ new written conversations per month. Managers lack insight into the issues that customers deal with at the help desk, what takes the longest to process, and how the types of requests evolve over time. In addition, the reasons for contact provided by the customers are inconsistent and inadequate.
We deployed SentiSquare AI and delivered instant analytics on helpdesk conversations.
In addition to deploying instant conversation analytics on the helpdesk, Kiwi.com managers have access to visualizations in SentiSquare Analytics. The solution also includes the detection of contact topics and reasons as well as query types and complaints, including their intensity (escalation). Kiwi.com managers now have a perfect overview of helpdesk performance and the evolution of customer requests.
“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.”