Overview of Live Chat Sentiment Analysis Accelerator

Oracle B2C Service customers use the chat feature to help their end users to get assistance from agents in real-time. Customers may not always have a pleasant experience during their interaction with the agents. It's critical to understand customer sentiment and provide them with appropriate assistance to maintain a healthy customer satisfaction score. Live Chat Sentiment Accelerator Analysis Accelerator helps you identify customer sentiment during a chat conversation and bring any issues to the supervisor's attention.

Here are some challenges faced by supervisors:

• When agents handle multiple customers at the same time via live chat, the agents might miss the small cues from the customers indicating that the customers are getting angry or frustrated, and it may be too late by the time the agent tries to reach out to their supervisors for help.
• Sometimes, supervisors would like to randomly review the chat conversations to understand the general trend in customer satisfaction over live chats, but they would not know which live chats to focus on, and which live chats require a closer look.
• When an agent is new to the job, the supervisor would like to keep a close tab on the chat exchanges, and must review all the chats, instead of focusing on the ones which require attention.

In each of the above instances, it would be helpful for the supervisor to know the customer sentiment progression, and proactively intervene to assist the customers in a timely manner.

The Live Chat Sentiment Analysis Accelerator performs live sentiment analysis on the chat responses from the end users and presents a report to the supervisors indicating whether the chats are progressing in a negative direction, based on configurable logic. Additionally, it flags the chats where the customer has asked for an escalation or a want to talk to a manager. This helps the service center supervisor in identifying the chats that are progressing in an undesirable direction, or when a customer is demanding a supervisor to chat.

Live Chat Sentiment Analysis Accelerator:

• Optimizes chat auditing efficiency by providing additional support to the supervisors in identifying negative chats
• Increases agent efficiency by allowing the supervisor to monitor the agents and provide then with feedback when something goes wrong in handling an end user
• Minimizes human error by evaluating the negative chats and highlighting negative chats to the supervisor
• Improves end user satisfaction and retention
• Improves resolution time by notifying the supervisor when there is an ask for a supervisor from an end user