Customers are talking to service agents every day, but its difficult to capture what customers care about and what the struggle with.
As Lead Engineer I was building a Customer Analytics Platform for Cariad that was analyzing customer service calls to extract insights about customer complains and opinions about VM vehicles and services.
The system analyzes all German Service Center conversations, extracting the conversation topic, mentioned products and services, as well as sentiment progression in order to identify issues and provide implicit customer product satisfaction and feedback.
This makes it possible for branch managers to decide how to develop new services and products based on customer insights.