AI-Driven Customer Retention

High churn rates can significantly impact revenue and brand perception. Identifying the causes of customer churn and predicting ideal treatment to prevent it is notoriously difficult with traditional methods. Customer care transcripts contain vast untapped signals that can be leveraged to better understand and engage customers.

Our AI-Driven Customer Retention solution is a step change in customer care systems. It uses frontier AI technologies to transcribe live and historic customer care call transcripts and subsequently extract rich data points about customer pain points, issue resolution, and agent behavior. These features have been demonstrated to significantly improve the quality of traditional churn and treatment prediction models that have long been used in the industry.

• Advanced Call Transcript Analysis
  Automatically process and analyze millions of customer care call transcripts or live phone conversations, extracting critical signals on customer irritants, service satisfaction, and agent interactions.

• Improved Churn Prediction & Next Best Action Intervention
  The extracted features are centrally managed in a GenAI feature store and can easily combined with structured and unstructured customer data from connected systems before being fed into downstream churn or treatment prediction models. The resulting churn and treatment predictions demonstrate better accuracy and lead to higher retention and share of wallet per customer.

• Agent Performance Optimization
  GenAI models also extract insights about agent behavior to automatically identify patterns of successful or unsuccessful treatments and provide live actionable feedback to improve agent training and real-time guidance during customer calls. This ensures that customers feel supported and valued throughout their journey.

• Aggregate Metrics Dashboards
  Aggregate critical metrics from across the entire customer service organization, including call volumes, resolution rates, and churn rates, and track the impact of the enriched signals extracted from customer conversations.

This powerful Generative AI solution was built with:

• Customized AI speech to text models are used for natural language processing and analysis, providing insights that enhance transcript and extraction accuracy.
• The solution employs fine-tuned extraction models to pull key insights from customer care transcripts, including customer complaints, agent responses, and customer sentiment.
• Our state-of-the-art Text2SQL technology combines embedding, reranking, and completion models fine-tuned to your business terminology and database schema to retrieve customer information from your existing systems to be combined with signals extracted from customer conversations.
• The solution applies bespoke prompt engineering, integrating in-context learning and few-shot learning to improve the accuracy and relevance of the AI’s analysis.