The NLP team is working with Customer Success (CS) Speech & Text, to bring the voice of the customer to decision-makers, by listening to the Customer calls in order to identify what actions are needed to help our customers, and how to better run our business.
We are helping CS experts and experts’ managers by automating the call summarization process, as well as providing expert metrics and coaching insights to improve our CS service.
Using NLP to categorize the content of the customer interactions, in order to understand which parts we can change and improve in our UI, documentation or more, in order to improve the customer experience
Automatically summarize the contents of each customer interaction, in order to optimize note-taking by reps
eveloping models that grade different angles of rep customer interactions (professionalism, empathy levels), in order to enable better "Coaching" for their managers