Principal, a global investment management leader, is using AWS CCI Post Call Analytics to gain insights into their contact center interactions and enhance the customer experience. They are leveraging AI capabilities to transcribe voice calls, analyze interactions, and identify call drivers. Principal has successfully deployed the PCA solution, processed over 1 million customer calls, and conducted large-scale analytics for deeper customer insights. They plan to expand the solution by integrating generative AI models and exploring text summarization features for better decision-making and cost reduction.
Accelerate Your Company with AI: Learn from Principal Financial Group’s Success Story
Solution Overview
Principal Financial Group, a global investment management leader, leveraged AWS Contact Center Intelligence (CCI) solutions to enhance their customer experience and gain valuable insights from their contact center interactions. By implementing the CCI Post-Call Analytics (PCA) solution, Principal was able to transcribe voice calls, analyze interactions, and improve their understanding of customer journeys. They also ensured data integrity and security throughout the process.
Solution Requirements
Principal needed a solution that could handle their large volume of calls and digital interactions. They required the ability to transcribe voice calls, analyze primary call drivers, redact sensitive information, and scale to thousands of calls per day. They also wanted an extensible analytics architecture to analyze other channels such as emails and voice of the customer (VoC) survey results.
How PCA Works
PCA ingests audio files through an automated workflow using AWS Step Functions. Transcripts are generated using Amazon Transcribe Call Analytics and saved for further processing. PCA’s security features ensure the redaction of sensitive data. By combining accurate transcripts with Genesys Contact Trace Records (CTR), Principal can identify speakers, categorize calls, analyze agent performance, and conduct machine learning-powered analytics.
Answering Business Questions
Principal used Amazon QuickSight, a cloud-scale BI service, to build dashboards and visualize data insights. They were able to answer key questions such as “What are our customers calling us about?” and “What topics relate to the lowest customer sentiment scores?” QuickSight enabled self-service BI and allowed Principal to expand their analytics capabilities, including custom NLP-based ML models and sentiment analysis.
The Results
Since implementing PCA, Principal has processed over 1 million customer calls, resulting in valuable insights into the customer experience. PCA has become an essential tool for Principal, enabling deep analytics, understanding call drivers, and identifying trends within their contact centers.
Roadmap and Future Enhancements
Principal plans to continue expanding PCA’s capabilities, including text summarization and the integration of generative AI and foundational models. They will use the insights from PCA to make critical business decisions, improve the self-service experience, and enhance the customer journey. Principal is also exploring other potential use cases such as fraud detection, workforce management, and identifying emerging trends.
Discover AI Solutions for Your Company
Evolve Your Company with AI
If you want to stay competitive and leverage AI to redefine your way of work, Principal Financial Group’s success story is a valuable example. To get started with AI, follow these steps:
– Identify Automation Opportunities: Locate key customer interaction points that can benefit from AI.
– Define KPIs: Ensure your AI endeavors have measurable impacts on business outcomes.
– Select an AI Solution: Choose tools that align with your needs and provide customization.
– Implement Gradually: Start with a pilot, gather data, and expand AI usage judiciously.
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