Utilizing NSE Intelligent Customer Service - Semantic Analysis platform to classify interaction categories of interest to the company and perform evaluations and scoring. Quality inspectors no longer need to spend a significant amount of time blindly listening to calls.

Increase Sales Conversion Rate

Utilizing NSE Intelligent Customer Service - Semantic Analysis platform to analyze differences in customer service language between successful and unsuccessful sales interactions and conduct "root cause analysis" for failed sales interactions. Optimize and standardize customer service sales techniques to improve conversion rates.

Reduce AHT (Average Handle Time)

Utilizing NSE Intelligent Customer Service - Semantic Analysis platform to identify calls with longer durations than the average handle time and conduct root cause analysis. Identify whether the extended call times are due to IVR process design, unskilled customer service representatives, or system-related issues, resulting in unnecessary call durations.

Increase Customer Satisfaction & Reduce Complaint Rate

Utilizing NSE Intelligent Customer Service - Semantic Analysis platform to accurately identify and analyze customer complaint calls by setting keywords and combining relevant business information to classify specific content related to products, services, processes, or customer service responses for improvement.

Enhance Customer Service Training Effectiveness (Coaching)

Utilizing NSE Intelligent Customer Service - Semantic Analysis platform to identify common mistakes made by customer service representatives during calls, and develop targeted training plans to rapidly improve their communication skills. For instance, analyzing recordings of representatives with high sales failure rates and frequent complaints, and providing educational training on topics such as "business knowledge," "communication skills," and "quoting classic examples."

Improve FCR (First Call Resolution) Rate

Identify repeat call interactions using keyword modeling, such as "called several times," "when will the issue be resolved," etc., and understand the root causes, thereby reducing communication costs for the company and enhancing customer experience.

Understand Market Activity Execution & Competitor Analysis

Analyze customer feedback content to understand the latest market conditions and mentions of competitors, along with the reasons for such mentions.

Reduce Customer Churn

Analyze the reasons for customer account cancellations and identify the best dialogue techniques and solutions to retain customers.

Enhance Business Processes

Analyze customer interactions with customer service to identify and improve inefficient processes.

Risk Avoidance

Proactively identify high-risk customer complaint calls to prevent further losses.