The challenge
Cracking unstructured feedback with GenAI and Cogentiq CX
Existing tools handle structured feedback well, but unstructured feedback remains an untapped resource. Using GenAI, proprietary accelerators, and Cogentiq CX, raw feedback was structured into analyzable hierarchies. This data was then integrated further helping visualize insights and drives action.
Key challenges
Extract meaningful insights from unstructured feedback
Integrate structured and unstructured data seamlessly
Deliver actionable, visual insights for decision-making
Ensure accuracy and relevance in AI-driven analysis
The solution
Structuring customer feedback for impact
Structuring customer insights
Positive insights
Negative observations
Hierarchical categorization
Making data work for you
Identify areas to boost NPS scores
Deepen analysis with interactive chat
Assess client strengths and weaknesses
Implementation approach
1
Pinpoint strengths and weaknesses
Explore correlations via chat
Provide real-time recommendations
Inform strategy with insights
2
Insight generation
Analysis and action
Categorize data for insights
Identify NPS improvement areas
3
Data integration
Import data into Cogentiq
Connects to multiple data sources
Ensure secure LLM connections
The impact
Drive better NPS outcomes with feedback analysis
With a clear understanding of customer sentiment and NPS drivers, the client can take precise actions to enhance satisfaction and loyalty.
