Customers aren’t the only ones seeing improvements, thanks to Amazon Connect with Service Cloud. Managers now have access to more insights from John Hancock’s call data. The company can automatically transcribe every single call, and then run that transcription through Comprehend. Based on the words and phrases used during the conversation, this program assigns a sentiment that’s positive, neutral, or negative for every single call that comes in. Managers can study sentiment scores to find ways to improve the customer experience.
“We had all this data sitting in audio files that was just really difficult to get to,” said Kelly. “Now, with Amazon Connect, we’re able to get that data immediately, move it to our data lake, and have our data scientists analyze it. We can spot trends and root causes for negative customer sentiment. We can search for nearly any piece of information that management may want.”
Now that Salesforce loads call transcripts into the Service Cloud call record, service agents are more productive. Since they no longer spend time writing detailed notes about why someone called, handle times are lower on average.
“Every minute an agent is on a call it costs us, approximately, 75 cents. With over 2.4 million calls a year, that adds up,” said Kelly. “So shortening the handle time helps the management team reach its goals, but also the reps will be even better prepared for the conversation. Service Cloud provides a complete customer history so agents can see what issues the customer may have had in the past.”