Handling Customer Feedback with AI Sentiment Analysis

The HTB Development Team implemented a Liberty Create application that incorporates AI-powered sentiment analysis. The solution consolidates emails from numerous mailboxes into a single interface and automatically analyses incoming emails using AI sentiment analysis to categorise them as negative, neutral or positive.

Priority queues are built, with emails arranged by sentiment score, highlighting the most urgent cases. This allows team members to classify issues, document root causes and add notes.

The HTB Development Team built the front-end interface in Liberty Create and worked with Netcall to integrate it with the AI sentiment analysis capability. They involved the Customer Savings Operations Team to refine the solution based on the existing processes that the team follows and their aims for streamlining the workflows.

A significant advantage of the sentiment analysis implementation is the level of control HTB has. When there’s a new keyword they want to search for, they can add that themselves – without delaying by waiting for Netcall or the Development Team.

This configurable backend allows the team to make immediate adjustments, like adjusting sentiment thresholds of updating classification options, when they notice potential for improvements. They can also respond very quickly to any regulatory changes or emerging customer trends.

In the first few weeks, the team identified that subject lines containing “complaint” weren’t being properly flagged. They were able to make a change themselves straight away and monitor it to check they’d now captured everything they wanted to. This ability to rapidly iterate without waiting for development cycles has been crucial to the system’s success.

The sentiment analysis system has enhanced HTB’s reporting processes from manual, time-consuming tasks to automated, comprehensive documentation. On the first day of every month, it automatically generates a report, consolidating all email interactions from the previous month. It comprehensively documents who handled each case and what actions were taken. There is no longer any risk of a person being absent or forgetting to generate critical reports on a specific day.

The ad-hoc reporting capabilities provide flexibility to analyse specific time periods or categories as needed, which is helpful when quick responses are required for audits or management enquiries.

This robust reporting capability satisfies regulatory requirements but also provides valuable insights from a single source of truth that help HTB continuously improve their customer service operations.