Client: A leading provider of financial data to the banking industry. They offer multiple products and solutions through an integrated platform.
PROBLEM STATEMENT
The client records 20,000+ interactions in Salesforce every month. They did not have an easy, fast, and accessible way to monitor and analyze these interactions for key call-to-action insights. Specifically, they wanted to understand:
- What are key insights from client interactions?
- What is the market feedback of their product and competitors?
- What are client pain points and interest areas regarding platform features?
SOLUTION
Bloom AI Data Delivery Platform enabled business insights for the product & customer success team. The client was capturing the client/prospect interactions in Salesforce, and Bloom AI platform enabled thematic analysis, visual insights, and smart alerts to client teams.
Key new capabilities for the client through Bloom AI platform:
- Searchable Database – An easy-to-access centralized database of feedback that is tagged, searchable, and filterable by theme, region, and client type, among other criteria.
- Visual Insights – For stakeholders, cluster, analyze and arrange client feedback into key themes and visual insights.
- Smart Alerts – Set up alerts for product teams as important feedback became available. E.g., sharply negative feedback on pricing, high satisfaction in a global strategic account, trends on new features, etc.
APPROACH
Bloom AI platform’s insights-as-a-service (IAAS) infrastructure enables it to ingest various data sources, integrate APIs, and define custom business logic within the platform.
Bloom AI was able to achieve end-to-end implementation, from ingestion of raw data to the distribution of insights, and bring the analysis into one platform without the need for any technology toolset/infrastructure as a pre-requisite.
Solution Flow:
- Ingestion: Unstructured data extraction from Salesforce via API.
- Transformation: Data cleaning and pre-processing.
- Customization: Client-specific taxonomy creation and solution configuration as per the business context.
- AI/ML: AI-based tagging of comments to related products, business themes & sentiment.
- Analysis: Quantitative & qualitative insights dashboard with slice and dice capability for 360 analyses.
- Distribution of insights: Automated delivery of personalized alerts & insight summaries.
RESULTS
- Automated, real-time insights with 9o% zero-touch straight-through processing
- Simplified data consumption for product strategy team with all insights in one place
- Increased insight-based communication between client-facing and product teams
- Improved Customer Experience – Deep insights into the “Voice of Customer”
- Enabled proactive insights through alerts so that teams don’t miss important interactions
