20%
Performance boost
20
Person-days saved / month
100%
Interactions tagged
85%
Text tagging accuracy
The challenge
Slow and error-prone manual customer interaction tagging
A Fortune 500 specialty retailer with over 400 stores worldwide and 1 million + annual incoming customer contacts struggled with identifying, recording, and analyzing customers' Reasons for Contact (RFC). With growing call volumes, the client aimed to improve operational efficiencies without proportionately increasing staff. Manual categorization was time-consuming and error-prone, leading to inconsistent tagging.
Key challenges
Sluggish and imprecise manual tagging
Inconsistent RFC categorization across representatives and locales
Limited insights gleaned from untagged interactions
Operational inefficiencies hampering customer care quality
The solution
Deploying Fractal’s dCrypt for automated interaction tagging
AI tagging with dCrypt
Streamlines categorization process
Real-time processing for rapid insights
100% coverage eliminates gaps
Enhanced data analytics
Consistent tagging across locations
Error detection ensures accuracy
Actionable customer insights
Implementation approach
1
Deployment
dCrypt deployed
Legacy system integration
Automated tagging configured
2
Model configuration
Fine-tuned for Dutch
Cross-lingual methods
RFC taxonomy for scalability
3
Global scaling
40+ countries rollout
Parallel employee retrain
Ongoing monitoring & optimization
The impact
Elevating customer care and operational efficiency
Optimizing operations
20%
Performance lift
Eliminated manual errors
Reduced handling time
Substantial productivity gains
Accurate tagging
100%
Interactions tagged
85% text model accuracy
65% voice model accuracy
Scalable RFC taxonomy
Cost savings
20
Person-days/month saved
Reduced training spend
Cut operational costs
Enhanced reporting efficiency
Looking ahead
Omnichannel integration
Evolving tagging for AR/VR interactions
Dynamic RFC taxonomy
Real-time category evolution from data trends
Sentiment analysis
Emotional intelligence for attuned service
