For a leading car dealership, we are analysing 1,000+ calls daily for Customer sentiment and feedback, to drive sales

Our Client was seeking a solution to identify gaps in their Customer Service function, while also understanding Customer sentiment during lead generation calls to target their sales efforts

What we were solving for

Customer feedback: Manually analysing large volumes of audio can be challenging, whilst only analysing a small sample can often result in critical insights being lost

Customer sentiment: By understanding the level of interest, our Client was seeking guidance on which lead to offer a white-glove experience to, to expedite the sales cycle

OptiSol solution

We converted audio to text using AWS Transcribe and segmenting the text spoken by different participants

A natural language processing pipeline was built to assess the tone of the call and score it

Feature selection was applied to only select the most important “features” from a call, to analyse further

We built a classification model to predict whether a lead is likely to convert into a sale

What our Clients say

"They are very responsive and able to shift focus quickly as we have needed it for business reasons."

"They [OptiSol Business Solutions] have been very friendly and they kept up with the work. They did the job as we had discussed and as everything was arranged."

“I can't speak enough about how pleased I am with their process; it was seamless and efficient.”

"What impressed me the most was their willingness to go above and beyond what was asked."

"We're constantly impressed with their speed and quality of the development that they achieve on a consistent basis."

The best part about working with OptiSol Business Solutions is their commitment to being readily available to their partners. They’re even willing to work into late hours of the night depending on time differences. The solution they produced has already doubled efficiency levels.