Retail Stress Management with AI/Cognitive Stressometer
Efficiently monitoring customers stress to enhance their experience during peak shopping events.
Goals
- Swiftly pinpoint and categorize stressed customers.
- Deploy an RPA for real-time detection and resolution of complaints within the client’s system.
- Rapid implementation ahead of Black Friday, to mitigate complaint surges and augment satisfaction scores.
Strategy
- Assembled a specialized team including a Data Scientist, Data Engineer, and Scrum Master for comprehensive transformation.
- Incorporated speech analytics and Natural Language Processing (NLP) for targeted intervention on detected stress cases.
- Introduced an insightful dashboard that offers actionable directives for operational teams.
Highlights
- The specialized Litigation Service operation screens, categorizes, and actionably addresses cases flagged by the Stressometer.
- A specialized workflow is employed to alleviate customer dissatisfaction, ensuring a smoother customer journey.
Results
- Achieved deployment just tin time for Black Friday, spanning just three sprints.
- KPIs Improvement:
- Willingness to transact with the company again surged from 48% to 56%.
- Resolution timeliness drastically shortened from 14 days to merely 6 days.
