THE

Costs and errors reduction can be achieved through automating processes that canbe rapidly treated and solved with minimal human intervention

Big Data programs are being implemented across most the operators

Analytics is being used in some business scenarios, but lacking of wide application

THE USE CASE

Operators need a central pointto collect and handle all the communications received

Telecommunications ontop of customer complaintsfor consumer services

Customers have multiple channels to provide their claims, suggestions and requests to the operator

• Points-of-sale

• Internet site

• Social media

• Contact centre

• E-mail

E-mail

PoS

Internetsite

Socialmedia

Contactcentre

THE USE CASE

Toneanalyzer

Machine learning classifier

1.Balanceand Billing

2.Customer Care Service

3.Internet Quality

4.Network Quality

5.UserEquipment

ContactCustomershaving badexperience E-mail

Open Case for Target Team

Objectives

Complaint classification

Priority setting

Robotic Process Automation

Analytics to help us understand the data

CSP WITH TV, INTERNET, PHONE AND HOME SECURITY SERVICES

USE

WHAT IS THE

Output data

So, how can we turn this into valuable information for the user?

Emotional analysis (anger, disgust, fear, joy, sadness)

Language tone (confidence, tentative)

Social indicators (agreeableness, conscientiousness, emotional range, extraversion, openness)

The actual email (text, sender, etc)

Automatic rating, categorization and priority

TURNING THE

Basic visual elements

Several different perspectives

What is the emotional response of the client concerning this email?

How has the relation with the client evolve along the multiple contact that happened in the past?

How was the email analyzed by the system and what led it to its automatic conclusions?

Enhanced and appealing content

Easy to accomplish with RAID Smart Contents and available visualization gadgets