[{"data":1,"prerenderedAt":255},["ShallowReactive",2],{"story-\u002Fcustomer-stories\u002Flistening-at-scale":3},{"id":4,"title":5,"body":6,"description":242,"extension":243,"feature":244,"meta":245,"navigation":249,"path":250,"seo":251,"sitemap":252,"stem":253,"__hash__":254},"customer_stories\u002Fcustomer-stories\u002F05.listening-at-scale.md","Intent & Sentiment Analysis Powering the Future of Customer Experience",{"type":7,"value":8,"toc":238},"minimark",[9,84,105,167,199,221],[10,11,13,22],"row",{":section":12},"true",[14,15,17],"column",{"col":16},"col-12 col-md-3 col-lg-4",[18,19,21],"h4",{"id":20},"business-challenge","Business challenge",[14,23,25,29],{"col":24},"col-12 col-md-9 col-lg-8",[26,27,28],"p",{},"The business delivers complex services that are often time-sensitive, regulated, or high-emotion — including:",[10,30,31,41,49,57,60,68,76],{},[14,32,34],{"col":33},"col-12 col-md-6",[35,36,38],"icon-card",{"icon":37},"globe-asia",[26,39,40],{},"Delivery across national and international networks",[14,42,43],{"col":33},[35,44,46],{"icon":45},"user-circle-check",[26,47,48],{},"Identity verification in line with government requirements",[14,50,51],{"col":33},[35,52,54],{"icon":53},"book",[26,55,56],{},"Clarification of government and financial services",[26,58,59],{},"Despite existing digital capabilities, the complexity resulted in escalations due to:",[14,61,62],{"col":33},[35,63,65],{"icon":64},"user-plus",[26,66,67],{},"Difficulty matching new customer inquiries",[14,69,70],{"col":33},[35,71,73],{"icon":72},"arrow-trend-down",[26,74,75],{},"Low automation rates for emotionally charged or complex requests",[14,77,78],{"col":33},[35,79,81],{"icon":80},"arrow-trend-up",[26,82,83],{},"High agent workloads and inconsistent self-service success",[10,85,86,92],{":section":12},[14,87,88],{"col":16},[18,89,91],{"id":90},"solution","Solution",[14,93,94,102],{"col":24},[26,95,96],{},[97,98,101],"span",{"className":99},[100],"heading-3","AI-Powered Intent & Sentiment Analysis",[26,103,104],{},"To address these challenges, the organisation partnered with fullstop.ai to undertake a universal intent and sentiment analysis across multiple (7) voice and digital channel. Leveraging millions of lines of transcript data, the analysis aimed to map real customer needs to automation opportunities and improve digital resolution outcomes.",[10,106,107,113],{":section":12},[14,108,109],{"col":16},[18,110,112],{"id":111},"key-capabilities","Key Capabilities",[14,114,115],{"col":24},[10,116,117,125,132,139,146,153,160],{},[14,118,119],{"col":33},[35,120,122],{"icon":121},"circle-check",[26,123,124],{},"AI-Driven Clustering: Identified 30 distinct topics across interactions, using semantic grouping and NLU",[14,126,127],{"col":33},[35,128,129],{"icon":121},[26,130,131],{},"Sentiment Analysis: Measured customer emotion scale to surface high-frustration and high-effort interactions",[14,133,134],{"col":33},[35,135,136],{"icon":121},[26,137,138],{},"Engagement Metrics: Tracked escalation rates, bot disclosure rates, and AHT to prioritise optimisation",[14,140,141],{"col":33},[35,142,143],{"icon":121},[26,144,145],{},"Results linked to key operational metrics, such as service  to provide richer insights based on operational context",[14,147,148],{"col":33},[35,149,150],{"icon":121},[26,151,152],{},"CX Diagnostics: Identified quick wins for automation uplift and Pinpointed improvements in assistant design",[14,154,155],{"col":33},[35,156,157],{"icon":121},[26,158,159],{},"Recommendations Engine: Produced a roadmap of new intents, content enhancements, and escalation handling improvements",[14,161,162],{"col":33},[35,163,164],{"icon":121},[26,165,166],{},"Prioritisation Matrix: Recommendations were prioitised against impact and effort, providing targeted recommendations of where to start",[10,168,169,175],{":section":12},[14,170,171],{"col":16},[18,172,174],{"id":173},"key-benefits-impacts","Key benefits & impacts",[14,176,177],{"col":24},[10,178,179,184,189,194],{},[14,180,181],{"col":33},[26,182,183],{},"Delivers deep insight into customer needs and pain points by mapping real-world conversations to clear, actionable intents",[14,185,186],{"col":33},[26,187,188],{},"Highlights the highest-volume and lowest-sentiment inquiries to guide automation and service design efforts",[14,190,191],{"col":33},[26,192,193],{},"Enables a prioritised roadmap of CX and automation initiatives based on volume, complexity, and sentiment",[14,195,196],{"col":33},[26,197,198],{},"Establishes a repeatable framework for ongoing optimisation of virtual assistant coverage and effectiveness",[10,200,201,207],{":section":12},[14,202,203],{"col":16},[18,204,206],{"id":205},"operational-efficiency-cost-savings","Operational Efficiency & Cost Savings",[14,208,209],{"col":24},[10,210,211,216],{},[14,212,213],{"col":33},[26,214,215],{},"Supports smarter self-service investment by aligning automation initiatives with measurable business impact",[14,217,218],{"col":33},[26,219,220],{},"Enables faster, more focused CX and automation delivery by prioritising initiatives with clear business impact, validated benefits, and measurable value realisation",[10,222,223,229],{":section":12},[14,224,225],{"col":16},[18,226,228],{"id":227},"conclusion","Conclusion",[14,230,231,234],{"col":24},[26,232,233],{},"By applying large-scale intent and sentiment analysis, the organisation transformed unstructured voice data into actionable intelligence. This initiative lays the foundation for more trusted, empathetic, and scalable service delivery — powered by listening at scale.",[235,236],"tag-cloud",{":tags":237},"[\"Vertex AI\", \"Vertex AI Pipelines\", \"Gemini\", \"BQ ML\", \"DLP API\", \"BigQuery\"]",{"title":239,"searchDepth":240,"depth":240,"links":241},"",2,[],"See how over 135m data points were transformed into an actionable roadmap for Australia's national postal service.","md",false,{"logo":246,"image":247,"intro":248},"\u002Fimg\u002Fcustomer-logos\u002FAustralia_Post.webp","\u002Fimg\u002Fcontent\u002Fcustomer-story-feature-img-auspost.svg","Australia Post supports a vast range of regulated and retail services, including identity verification, financial transactions, and parcel logistics. With a high volume of customer interactions across voice and digital channels, the organisation sought to better understand its customer needs and pain points — and to elevate the effectiveness of its automation capabilities.",true,"\u002Fcustomer-stories\u002Flistening-at-scale",{"title":5,"description":242},{"loc":250},"customer-stories\u002F05.listening-at-scale","YwavX-ToL2FB1eZsnOu0X2uu_v1s4DFjQJ1YfdsvIa0",1783572445709]