Semantic analysis automatically analyzes customer inquiries in real time to identify the reasons for the message, the tone, and the potential risks mentioned, without the customer service personnel having to individually read each piece of content.
Through automatic analysis of customer comments, messages can be prioritized based on the topics they include and directed to the right recipient. It is also possible to automatically generate response drafts (suggested answers) with links between catalogues of responses and CRM systems.
This kind of mechanism makes it possible to significantly reduce APT (average processing time) and effectively combat churn by dealing with risky messages as a priority.