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The Problem
Service teams strive to keep their customers happy and loyal while supporting them through interactive communication channels.
Teams and their leaders need to keep track of the ongoing support process outcomes in order to achieve high levels of customer satisfaction.
Currently, this is mainly achieved through costly post-support-request customer satisfaction surveys. The outcomes are
- over-proportionally influenced by negative bias of frustrated customers
- arriving when it is too late - the customer has already turned their back
- Don't miss this great speaker and get your free ticket today and improve your team efforts.
What if service teams could:
- Monitor customer satisfaction in real time
- Always see the complete picture, without negative bias
- Analyse and report on customer sentiment trends and agent performance
- Detect frustrated customers early in real time and intervene timely and responsibly
- Track customer satisfaction non-intrusively, analyse the data you already have
- Reduce cost and improve satisfaction, no more expensive biased post incident surveys.
AI Insights
The app uses the AI sentiment analysis to detect tones and emotions found in Jira Service Management ticket conversations. Tones detected include frustrated, sad, satisfied, excited, polite, impolite and sympathetic. Conversations between user agents and customers are broken down and given a score according to their tone. Real time updates and a timeline of conversation tones are displayed via the quick chart API right within the issue panel. Tones and their scores are then stored within Jira for filtering, reporting and tracking.
The Journey
After reading about the emergence of AI powered SaaS offerings from the likes of Microsoft, Amazon AWS and IBM AI based sentiment analysis became available as a tool that can be integrated easily. Having worked as a customer service engineer, he recognized the value of customer satisfaction monitoring and intervention in real time.
The perfect project idea for Codegeist 2020! Atlassian’s FaaS based Forge framework makes Software as a Service (SaaS) integration easy and simple. Built-in security, authentication and permissions for free! The proof-of-concept implementation quickly became a winning product implementation.
Right now, we are building out AI-Insights with Forge and Atlassian connect express frameworks. Core modules such as sentiment analysis and processing can be shared between Forge and ACE implementations.
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29 сен 2024
