One-pager describing a program we have rolled out at XPrime to use A.I. to analyze call center interactions including developing semantic models, topic models and tying all of this to actionable ROI, including predicting attrition and cross-sell opportunities.

1. Every day customers call you and interact with your service representatives, developing lasting impressions of your
products and your brand. These interactions contain a wealth of information about customer attitudes, perceptions,
issues and opportunities as well as signals that might indicate future behaviors. Using the power of advanced
artificial intelligence, XPrime can automatically mine millions of interactions between you and your customers to
develop a deeper understanding of customer dynamics.
CUSTOMER
INTELLIGENCE SOLUTIONS
Analyze your customer calls using artificial intelligence.
Predict customer behavior and uncover actionable insights.
ANALYZE CUSTOMER ATTITUDES
Understand your callers’ sentiment towards your
products, services, and brand.
ME ASURE AGENT PERFORMANCE
Measure call center agent performance including an
average agent sentiment score and use of proper or
compliant language.
IDENTIF Y KE Y VERBAL SIGNALS
Create semantic models to understand phrases or
words that customers use to describe your products.
INCRE ASE RETURN ON INVESTMENT (ROI)
Build predictive models based on historical call data to
reduce attrition or to identify cross-sell opportunities.
Our ser vices help you:
SEE HOW IT WORKS >
DEMOCR ATIZING DATA SCIENCE
XPrime Consulting is a data science consultancy
focused on using artificial intelligence and
machine learning to drive positive ROI.
LE A RN MORE:
XPrimeConsulting.com
GE T S TA R TED:
Info@XPrimeConsulting.com
© 2017 XPrime Consulting, LLC

2. STEP 1
TR ANSCRIBE CALL S
Our consultants work with your technology team to extract
audio files from your call center. We then transcribe them
to text using leading-edge transcription services.
STEP 2
CRE ATE CUS TOM MODEL S
We use artificial intelligence algorithms to develop custom
models based on the text in the customer call transcriptions.
STEP 3
AS SES S THE BES T ROI OPPORTUNITIES
We combine the insights above with other interaction data
from email and the web to uncover profitable opportunities.
• Attrition Modeling
• Cross-sell Opportunities
• Agent Training / Satisfaction
SENTIMENT ANALYSIS
We tag each call with a sentiment score to analyze
attitudes and feelings across products, agents, and
customer segments.
L ANGUAGE MODELING
We develop a custom semantic model to understand
the words your customers use when describing your
products or services.
TOPIC MODELING
We mine the data and uncover common topics and
reasons why customers call. We then use this insight
to uncover servicing issues or cross-sell opportunities.
LE A RN MORE:
XPrimeConsulting.com
GE T S TA R TED:
Info@XPrimeConsulting.com
DEMOCR ATIZING DATA SCIENCE
XPrime Consulting is a data science consultancy
focused on using artificial intelligence and
machine learning to drive positive ROI.
© 2017 XPrime Consulting, LLC
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