Case Study: Retail
Unified customer experience management suite
A global Quick Service Restaurant Chain operating in India for over a decade is the fastest growing country within the company. With fast growth comes unforeseen challenges, one such new-age digital challenge is omni-channel listening platform connected to analytics for actionable knowledge.
- Using xpresso.ai’s NLP components, a customer 360 feedback management platform has been created with the utilization of 3 modules – Data/Feedback Collection, Distillation, and Dissemination.
- Apache Storm is used to crawl huge volume of data in near real time.
- Customization of the xpresso.ai NLP Engine was done to distill feedback across various aspects.
- Output of xpresso.ai NLP engine is being represented through xpresso.ai visualizations in the form of dashboards, delivered over a secured web application.
- Approximate 27% reduction (Y-o-Y basis) of customer complaints achieved combining all channels.
- Increased the operational efficiency of the brand custodian team significantly with almost real time actionable insights.