A municipal utility provider wanted to improve response time to customer comments and complaints – many of which were received through social media during summer supply disruptions. Infosys delivered a tool that enables automated responses, coupled with the ability to understand and translate messages delivered in several different languages. The tool leverages Infosys Topaz to extract information about each comment, understand the sentiment within two minutes, and provide a response within five.
With accelerated responses tailored to customer sentiments, public opinion about the utility is expected to improve, resulting in fewer posts that go viral and less scrutiny from government officials.
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