A company that sells home appliances was spending two million USD on tools that enable analysis and understanding of customer sentiment/feedback. The challenge was to mitigate costs while enabling seamless consumer and agent communications.
Infosys partnered with Google to deploy tools that could deliver text summaries, generate insights, and identify the category or product being discussed in the conversation.
The rapid solution, delivered using Infosys Topaz, reduced the company’s data analytics costs by 50 percent, and delivered a 25 percent improvement in the accuracy of transcription. It also captured more nuanced emotions and more aspect-oriented analysis compared to previous models.
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