Challenge

A leading telecommunications company in Colombia faced significant challenges with its call analysis process. Due to limited capacity and reliance on manual efforts, the company was only able to analyze 2% of customer calls. This led to frequent misclassification of customer intents by human agents, hindering the company’s ability to optimize the right product mix. The lack of visibility into customer sentiment further complicated the situation, making it difficult to understand customer emotions and respond appropriately. Additionally, the absence of automated quality assurance practices resulted in inconsistent service quality, slowing efforts to enhance operational efficiency and customer experience.

Solution

To address these challenges, the company implemented Wavenet’s Sense AI customer experience solution’s Post Call Analyzer module, an AI-powered solution developed by Wavenet, a pioneer in telecom digital transformation with an AI-first approach. The Post Call Analyzer enabled the telecom company to automate the analysis of all customer calls, greatly improving data visibility and eliminating the manual effort previously required. By incorporating real-time sentiment analysis, the solution provided a deeper understanding of customer emotions and their needs at the moment, allowing agents to respond more effectively. Additionally, the Post Call Analyzer optimized the product mix by offering data-driven insights into customer preferences, while automating quality assurance to provide consistent, actionable feedback to agents, boosting service delivery efficiency and accuracy.

Impact

The implementation of the Sense AI Post Call Analyzer had a transformative effect on the telecom company’s operations and customer experience. By improving the accuracy of responses, agents were able to resolve customer issues more quickly and effectively, leading to faster resolution times through automation of repetitive queries in the next phase of solution expansion and an enhanced overall customer experience.

The AI-driven insights allowed the company to better align its products with customer needs, leading to a more optimized and monetizable product mix. Furthermore, the real-time sentiment analysis enabled proactive customer service, detecting potential issues early on and ensuring that high-impact interactions were prioritized—focusing on retention, churn management, and loyalty enhancements. The solution’s dynamic resource alignment enabled agents to focus on the most critical cases, which resulted in improved individual and team performance, higher operational efficiency, and increased customer satisfaction.