Helpdesk Analytics for Kiwi.com | SentiSquare No-Code NLP platform

What they say about us

“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.”

Jiří Lněnička

,

Product Lead, Kiwi.com

Challenge

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.

Solution

We deployed SentiSquare AI and delivered instant analytics on helpdesk conversations.

‍

Collaboration results

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.

Contextual Call Analytics for Kooperativa

“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.”

SMS Feedback analytics for Raiffeisenbank

"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.”

FTMO Automatic Replies to emails

“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.”