Waterfield Tech’s analyzeGPT solution helps uncover hidden challenges and focus AI use cases simply using data.
Case Study
Waterfield Tech’s analyzeGPT solution helps uncover hidden challenges and focus AI use cases simply using data.
Data isn’t just an asset. It fuels the best strategies behind cost cutting, streamlining operations, and elevating customer experiences. This became apparent to a retailer that was spending heavily on a non-US based BPO. In addition to the unnecessary costs of managing and retaining agents to handle repetitive tasks, customer complaints were inadequately addressed due to a lack of insight into the content and quality of interactions.
The company sought a solution to enhance efficiency and turned to Waterfield Tech, a trusted partner that previously facilitated their CX cloud migration. Now, they would modernize their CX leveraging AI and automation.
Waterfield Tech deployed analyzeGPT, which involved processing 1,600 transcripts of customer interactions. Order delays was identified as a recurring topic across 162 conversations involving 261 agents, accounting for approximately 10% of the interactions analyzed.
The data revealed in conversations concerning orders could be placed into 7 key categories:
After further analysis , promising use cases for automation were identified and segmented from the more complex problem-solving issues that might still require human intervention. This set the stage for the next deployment of AI and further cost reductions.
Traditional contact center dashboards provide metrics like call volume and agent availability. However, analyzeGPT offers deeper, contextual insights by examining the content and quality of interactions. By natively processing transcription information, this solution provided a comprehensive understanding of conversation content, uncovered hidden inefficiencies, and identified focus areas for driving better automation.
With a renewed focus powered by data, the company is advancing to the next phase of deploying taskGPT with Waterfield Tech for conversational chatbots that deliver a self-service solution within their customer experience.
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