Drastically reduce customer service workload while gaining valuable insights into your customers thoughts & sentiments
Discover how we built an enterprise data platform in the cloud and implemented integrated AWS AI services to better understand and respond to customer expectations while cutting the manual labour of your customer service workers in half.
Context
The call center of a major health insurance company wanted to drastically reduce agent post-call work and find the best solution to obtain detailed information about the reasons for calls.
Challenge
Given the rapidly evolving health insurance market, this health insurance company wanted to leverage its data in ways that would create more business value. Specifically, it needed to:
- Move from traditional descriptive BI to a predictive, even prescriptive approach.
- Deploy an agile data environment to implement advanced analytics.
- Actively support business digitization and the new CRM approach. They also asked us to advise them on:
- How to transform the organization to support new ways of working with data.
- Choosing the technology best suited for traditional BI and new advanced analytics use cases.
- Defining an implementation roadmap, taking into account organizational and technical changes.
Method and Solution
We first examined the current organization (as-is) and the target organization (to-be) and issued a series of recommendations to establish the new team responsible for data and advanced analytics, redefine change, build and execution processes, and introduce a data governance approach within the organization.
In a second phase, we deployed the new Cloud-based data environment and quickly implemented a series of classic BI use cases (using an agile methodology) as well as new innovative AI and ML use cases, such as automating call center record processing using Speech-to-text and NLP technologies available on the Cloud environment.
Their new data platform is now rapidly scaling up and is a key element in significantly improving customer experience and implementing their digital transformation.
Technology
Amazon Web Services (AWS) is a comprehensive and globally adopted Cloud platform that enables businesses to transform their customer service operations through advanced AI and machine learning capabilities.
AWS empowers organizations to automatically process call center data, implement speech-to-text and natural language processing technologies, and gain deeper customer insights while reducing operational costs and accelerating digital transformation.
Amazon S3
The central input layer.
Amazon Kinesis
Real-time integration.
Amazon Redshift
Data Warehouse.
Amazon DynamoDB
Optimize your cost.
Amazon SageMaker
Machine Learning.
Amazon API Gateway
API for external access.
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BU Lead Cloud4Data
In the digital era, the Cloud offers unprecedented opportunities for businesses to revolutionize their customer service operations through intelligent automation and AI-driven insights. Lucy’s mission is to help companies, regardless of their size or industry, transform their customer experience and operational efficiency through advanced data analytics and machine learning solutions.