Voice of Customer Analysis

A wireless carrier in Europe partnered with Repustate to build a text analytics component integrated with its call center software. By converting voice data from each call to text and analyzing it, the system aimed to predict when customers would leave for a competitor after negative interactions, demonstrating the practical application of VoC analysis in reducing churn through predictive analytics.

Telenor’s AI chatbot, Telmi, improved customer satisfaction by 20% and increased revenue by 15%. Stadtwerke Düren’s NorBot chatbot handles 55% of customer inquiries, cutting operational costs. Bradesco’s AI chatbot reduced customer waiting times from 10 minutes to seconds. Research found that over 76% of businesses that deployed chat and voice assistants reported quantifiable benefits, with over 58% saying profits exceeded initial expectations. Organizations implementing AI-enabled workflows have seen profit contributions triple, improving operating profit from 2.4% in 2022 to 7.7% in 2024.

Gartner research shows companies can achieve commercial results 16% greater by using personalized messages based on customer insights.