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Platform

CXR Platform

CXReview is a customer service platform leveraging IBM WatsonX integrating advanced AI and machine learning to analyse customer interactions across all channels, including calls, emails, and chats.

Using WatsonX’s natural language processing, the platform extracts and processes insights from conversations, while the deep call centre knowledge catalogue enhances understanding by referencing past experiences and industry-specific knowledge.

Actionable Insights with CXReview
Sentiment Analysis

Utterance Level Reporting:

  • Anger, Joy, Disgust, Excited, Fear, Frustrated, Impolite, Polite, Sad, Sadness, Satisfied, Sympathetic.

    • Trend Identification

    Applying data science to identify:

  • Changing customer attitudes
  • Agent and customer interactions
  • Product/Service acceptance
  • Competition

    • Predictive Actions

    For pro-active approach to:

  • Vulnerable customers
  • Protect customers data from criminal
  • Ensure total compliance
  • Product and Service design