AI has been the talk of the town for quite some time now. AI innovations can revolutionize any industry if rightly applied! Recently, most service organizations have shifted their focus toward adopting AI capabilities to provide quick, efficient, and personalized service journeys. B2C service is not so far away, with an already released AIML accelerator, Incident Classifier, for our customers to classify the incidents, improve routing, and improved SLAs. As a next step towards bringing intelligence and automation to the service center world, B2C Service is proud to unveil our next AIML accelerator, the Live Chat Sentiment Analysis Accelerator for Oracle B2C Service. Here, B2C service customers can proactively help agents, supervisors and end-users to make the service journey pleasant with proper attention at the right time with end-user sentiment trend insights. Result - brand loyalty and stickiness!
The blog gives a sneak peek at the Live Chat Sentiment Analysis Accelerator for Oracle B2C Service, an integration with OCI language Services to leverage its capabilities like custom language models and identify the customer sentiment and manager escalation requests on a live chat.
Note: Please read and understand the open-source licensing terms before configuring the solution.
Please refer to the blog post about Incident Classifier accelerator to learn more about the accelerators.
How does the Live Chat Sentiment Analysis Accelerator work?
The Live Chat Sentiment Analysis Accelerator uses OCI Language Service's custom classification capability to identify the sentiment on each chat response from the end user. Supervisors are presented with a report where they see a list of active chats, insights on the overall sentiment, and the sentiment of each customer response. Additionally, the accelerator can detect when the customer asks for an escalation or wants to talk to a manager as a “Supervisor Ask”. Using the report, the service center supervisor can identify and proactively intervene in the chats where the end user is unhappy before it is too late, evaluate the chats that closed on a positive note, create examples for agents from the positive chats, and appreciate the agents who made the end users while handling multiple chats at the same time. The solution also provides a report on sentiment analysis of wrapped chats for further evaluation and options to provide feedback to the model for finetuning.
Why would I prioritize the Live Chat Sentiment Analysis Accelerator?
Oracle B2C Service customers use the chat feature to help their end users by assisting them in real time. However, the sheer volume of interactions can be overwhelming for the customer support teams.
In each of the above instances, it would be helpful for the supervisor to know the customer sentiment as the chat progresses, and proactively intervene to assist the customers promptly, which would also reduce the work stress on agents with timely guidance.
The accelerator provides an option where the customers can identify end-user sentiment during a chat conversation and bring any issues to the supervisor's attention. The accelerator is designed specifically for call center use cases with the ability to provide feedback, through which any specific negative sentiment can be captured, which in general context might be positive (Eg: Your competitor has a better service). The solution also,
The predicted sentiments can be further utilized to improve the services by providing priority to the customers who were unhappy in the last interaction, or preparing SOPs by taking examples from chats concluded on a positive note, etc.
The Live Chat Sentiment Analysis accelerator uses the text classification capability of OCI in predicting “Sentiment” and “Supervisor Ask” for any chat response posted by an end user.
The following architecture diagram depicts the extension and CPM flow:
Accelerators are the sample code, and integration stack configuration released along with documentation to implement for the customers to solve their problems by integrating to other services using Oracle B2C Service's capabilities under UPL License. (For more details on UPL, see- https://oss.oracle.com/licenses/upl/). The sample code can be configured as it is or customized as per the customer’s unique business use cases and solve the issues specific to them.
Sample code along with configuration guide is available on: