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Cambridge Service Alliance

At the forefront of service transformation in the digital era

What is conversational customer service analytics?

Our conversational customer service analytics tool is an AI-driven approach designed to help you identify personalised conversation styles which have a profound positive impact on the customer churn, loyalty and overall experience. The tool helps to identify customer profiles and recommends the use of conversation styles, which in particular addresses the customer’s emotions and therefore improve their emotional loyalty, affective experience and reduce churn.

What value does the conversational customer service analytics deliver?

Customer service interactions are often perceived to lack a personal touch and caretaking. In particular in text-based interactions such as live-chats or chatbots customers are frustrated because of impersonal, scripted and poor replies. Our tool builds on three-year long research and recent advancements in the field of natural language processing to help you to move away from frustrated customers and being able to provide a personal touch through the right choice of conversational style. The method has shown to enhance KPIs such as purchase intention, customer loyalty, reduced customer churn and customer experience.

How long will it take to complete the analysis?

Applying the conversational customer service analytics tool involves three phases: (i) relevant textual conversational data from the customer service context needs to be shared; (ii) we apply our framework and state-of-the-art natural language processing (NLP) techniques to analyse the textual data; (iii) we provide and explain in a meeting the outcomes of our analysis in form of a report. The overall project duration is between 12-16 weeks depending on the availability of the data.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included CEMEX, GEA, IBM, Pearson, Zoetis, HCLTech, Bouygues UK among others.