USE CASE: BANKING

How a bank managed to increase customer satisfaction through emotions analytics.

Messages Classification

Support Reactivity

Customer Empathy

The company

The european company is an international bank, that operates in more than 70 different countries.This leader has today more than 40 billion dollars of GNP numerous subsidiaries all over the world.

The challenge

To improve the treatment of messages in terms of rapidity and quality of answers.

The solution

Q°emotion has developed a tool that allows to classify the messages according to the emergency and intensity of emotions detected in them. Some of the thematics were provided by the company as important elements to inspect, but others were highlighted by our AI tool.

The result

The company achieved the rate of 89% reactivity on clients complaints treatment. As a matter of fact, this bank was able to enhance their customer’s satisfaction in very interesting levels.