Transforming Customer Experience with AI-Driven Voice of Customer Analytics

A national mobile carrier needed deeper insights into customer interactions to address pain points, improve retention, and optimize service quality.

Discover how UnifyCX can amplify your performance and scale your customer service.

Opportunity

A national mobile carrier needed deeper insights into customer interactions to address pain points, improve retention, and optimize service quality. Manual call analysis was limited, missing key customer concerns and leading to inefficient issue resolution.

Solution

AI-Driven Voice of Customer (VoC) Analytics
UnifyCX deployed VoC analytics to analyze 100% of customer interactions in real-time, uncovering 3,717 unique insights through:

Automated Call Categorization: Capturing 3x more insights than manual tagging.
Real-Time Trend Identification: Uncovering customer pain points faster.
Sentiment Analysis & Competitive Benchmarking: Provided a 43.98% positive vs. negative sentiment breakdown compared to competitors.

Results

3,717 Unique Customer Insights Identified, improving service strategies.

15,000 calls analyzed.
3x more insights compared to traditional call disposition data.
Identified emerging issues, such as changes in federal assistance programs.
Pinpointed churn drivers, enabling targeted retention efforts.
Increased operational efficiency with AI-driven automation.
Enhanced agent training with sentiment-driven insights.
Identified service gaps, leading to faster resolutions and improved satisfaction.

About UnifyCX

UnifyCX delivers a human-powered, tech-enabled customer experience by fusing the best of human expertise with advanced AI technology. We offer a comprehensive suite of customer experience management tools designed to enhance every stage of the customer journey. With a global presence and a commitment to innovation, UnifyCX is redefining what exceptional customer service means. As a certified NMSDC Minority Business Enterprise (MBE), and woman-owned business, we take pride in our diverse workforce. To learn more about how we can help you achieve your business goals, visit www.unifycx.com or email info@unifycx.com.