CX Consultant is a customer experience analytics platform that evaluates customer support calls, chats, and email interactions. It generates insights into customer satisfaction, key pain points, and the effectiveness of support provided by agents. The platform provides recommendations on improving the overall customer experience and agent training.
Practical Use Case and User Story
As a sales manager, I need a platform that integrates chat logs and email correspondence, using NLP and advanced LLMs to analyze sentiment and categorize topics. The system should provide real-time monitoring and historical analysis with customizable reports. This will enable me to gain actionable insights, track trends, and refine my sales strategy effectively.
Tech Stack Involved
AWS (Lambda, S3, RDS, QuickSight)
Python (NLP, LLMs and machine learning)
SQL Server Integration with CRM and helpdesk software (Zendesk, Freshdesk)
