Sentiment & Feedback Analysis

Analyzes customer sentiment from support interactions and feeds the results back to service teams.

Business impact

• Net Promoter Score — American Express credits the rollout with improving Net Promoter Score, but no numerical amount is given.
• Tracked members — Caesars reports that more than 45 million Total Rewards members are tracked across the travel journey.

Data requirements

• Support call recordings (audio) — Used by American Express to assess customer sentiment on support calls.
• Visual feeds (image) — Used by Caesars for emotion recognition and behavioural analysis.
• Win/loss data at stations (tabular) — Used by Caesars alongside visual signals to identify offers.

AI methods and techniques

• Machine learning — Used to assess sentiment on support calls and to analyse customer signals from multiple sources.
• Emotion recognition — Used in the Caesars deployment to detect emotion from visual feeds.
• Behavioural analysis — Used in the Caesars deployment to interpret customer actions from visual feeds.

Industries

Real-world evidence

2 documented case studies on record.

Companies using this: American Express, Caesars Entertainment.