A public sector client faced operational challenges in manually categorizing and reporting unstructured customer data from various channels, including their primary service portal. This manual process hindered their ability to quickly identify trends and intervene effectively in critical moments of the customer journey. The client urgently needed a solution to extract actionable insights from unstructured customer feedback and disseminate them across the organization.
The Solution: Addressing Pressing CX Challenges
commonFont developed a solution rooted in a deep understanding of the client’s business needs and their challenges as a highly regulated organization. This began with an audit of their technology landscape to identify existing tools in their technology stack that might be leveraged to achieve the desired impact. Our team then collaborated with the client to develop a business case for a Proof of Concept, outlining success criteria and requirements.
Leveraging expertise in the client’s existing CX technology platform and cloud services provider, commonFont built a solution fully compatible with the client’s cloud environment and stringent security and AI governance requirements. This solution directly addresses the client’s articulated challenges:
- Scattered Data: The solution was built within their trusted AWS cloud environment, integrating disparate data sources to provide a unified view and enable advanced analytics, transforming how they understand and serve millions of customers.
- Desire for a Generative AI Solution: The solution processes comment data through generative AI, attaching sentiment and actionability data to identify key topics and urgent flags, allowing for real-time trend exploration.
- Need for 1st Party Data Integration: By building within their trusted AWS cloud environment using approved services, the solution enables easy connection of sentiment data with other first-party customer data.
- Making Sense of Unstructured Data: The solution provides a dashboard with sentiment analysis, topics, and trends, along with an application and chat experience for data exploration and querying, enabling users to make sense of unstructured data, especially during high-usage periods.
- Data Actionability: The solution identifies key topics and urgent flags, enabling future automation for alerting and routing critical customer issues, leading to quicker action and reduced response times.
By utilizing AWS’s leading technologies, including Bedrock, Lambda, and Q for Quicksight, commonFont achieved significant cost savings, time efficiencies, and a more effective understanding of customer needs and sentiment.
Key Results
Reduced Time & Effort:
The time and effort required to produce key operational reports during the client’s annual high-volume service period were significantly reduced.
Cost Savings:
The client realized cost savings of more than 30%.
Faster Response & Issue Resolution:
The solution enabled future automation for alerting and routing critical customer issues, leading to reduced response times and improved access to vital information for end-user customers.
