We present a solution for unlocking value of the largely unstructured customer engagement data by segmenting it appropriately through process and technology driven approach. The solution is based on Machine Learning based services that exhibits value by correlating disparate data sets across different organizational units, segmenting the customer engagements in three broad topics – products, channels and events and establish a robust analytical framework that will turn this data into actionable intelligence.
The solution helps address the business demands, while allowing to measure customer experience and track customer insights through innovative KPIs. The solution also offers historical performance analysis of customer experience by linking them against products and channels, to obtain a forward looking view of items that needs to be fixed. This would help build a model around what matters to customers