The Fifth Elephant 2018

In the age of social media, companies are conscious about the reviews that are posted online. Any act of dissatisfaction can be meted out by way of tart sentiments on these platforms. And so enterprises strive hard to give 100% positive experience, by doing all that they can to address customer grievances and queries. But like they say, there are slips between the cup and the lip – not all grievances can be handled amicably. Also, performing root cause analysis on dissatisfaction is difficult because direct customer feedback through surveys is rare and is difficult to acquire. Implicit customer feedback is available in calls, emails and chats.

Let’s take the specific case of call centers here. Their Service Level Agreement mentions terms like number of calls answered at a certain time of the day, percentage of calls answered within a specific waiting time, etc. Ensuring customer satisfaction and retention requires a far deeper, more holistic view of interaction between customer care representative (agent) and caller. There are other KPIs such as what causes a customer to be dissatisfied and number of escalations. But these seldom find a place in the SLA.

In this talk Arnab Sen (Sr. Manager, Tredence) will discuss how audio mining, natural language processing and machine learning can be used to design solutions for real-time decision making and improve customer satisfaction.

Outline

In this talk Arnab Sen (Sr. Manager, Tredence) will discuss how audio mining, natural language processing and machine learning can be used to design solutions for real-time decision making and improve customer satisfaction.

Speaker bio

Arnab Sen has more than 10+ years of experience in the decision Sciences and Technology space. I am passionate about starting with small teams and then scaling them in terms of people and processes and skillsets based on the need of the hour. I have successfully managed multi-million dollar portfolios across verticals such as Telecom, Retail, BFSI.

Currently he leads the Technology Enablement team of Tredence.

Slides

https://drive.google.com/file/d/1eN1o3Qxoiw9xmZ-Hokymaetkxzr1X8q0/view?usp=sharing