Identifying the cause of customer dissatisfaction on digital channels often requires manual reading of conversations, small samples, and late analysis. This delay increases response time, makes it difficult to prioritize the team, and increases the risk of crises on public channels. O Analysis Studio, of Plusoft AI, was developed to offer Diagnosis of feelings with support from artificial intelligence and machine learning, transforming interactions into actionable signals for service and business.
What is the Analysis Studio
The Analysis Studio is an analysis layer applied to digital service conversations, focusing on identify the client's emotional state along the flow. The tool classifies feelings and organizes this reading through operational excerpts, facilitating quality management, flow adjustment, and creating responses that are more appropriate to the context.
How sentiment analysis works in practice
The tool processes the interactions and presents the feeling in an aggregated and filterable form. This reading model allows the team to find patterns by channel, journey, and theme, with a direct impact on the operation.
Follow the sentiment analysis in real time
With the Analysis Studio, you visualize the user's sentiment for channel, category or service flow. This cutout facilitates decisions such as strengthening capacity in a given channel, reviewing a flow with high friction, and identifying issues that generate a drop in satisfaction.
Practical example: increased negative sentiment in a “duplicate bill” flow may indicate integration instability, confusing language in the step by step, or inadequate routing rule.
Create service rules based on customer behavior
Sentiment reading gains value when it becomes an operational action. In the Analysis Studio, it is possible to create rules to treat sensitive cases and prioritize care with a greater risk of escalation.
Common application scenarios
- Customers classified as highly dissatisfied directed to priority human service.
- Sensitive journeys treated with specific messages, such as a delay in sending a bill, billing discrepancy, tracking failure, or cancellation.
- Alerts for oversight when a critical topic enters a growth trend.
This type of rule reduces abandonment, improves the resolution rate, and contributes to withholding when the customer is in a moment of frustration.
Train the model for more assertive answers
The Analysis Studio supports the evolution of service by allowing continuous adjustments. The analysis helps identify where the virtual assistant is failing, which intentions generate the most friction, and which responses need improvement.
Practical implications for the team
- Knowledge base adjustment focusing on intentions that generate dissatisfaction.
- Rewriting messages with high volume and low comprehension.
- Routing refinement to reduce unnecessary transfers.
Follow the bot's indicators and evolution
The tool helps to read performance based on sentiment and behavior in conversation. With this, the team is able to direct efforts towards what drives experience and efficiency metrics.
Indicators frequently impacted by this type of diagnosis:
- CSAT and satisfaction per journey/channel
- NPS (when correlated to themes and moments of friction)
- Resolution rate and recontact reduction
- Retention And the risk of Churn during critical days
- Cross-sell opportunities When the customer is in a favorable context
Where the Analysis Studio usually generates faster earnings
Adoption tends to accelerate when there is a significant volume of conversations and multiple flows in production.
Cases with a clear operational return:
- High-volume operations on WhatsApp, web chat and app.
- Journeys with billing, payment, cancellation, delivery and technical support.
- Teams that need to reduce crisis, recontact, and response time.
- Businesses that use virtual assistant and want to increase quality without expanding staff at the same pace.
How to start using
The Analysis Studio can be used by clients of Plusoft AI to improve the quality of service, optimize performance on digital channels, and reduce the risk of a crisis due to escalating dissatisfaction.
Request a demo with the Plusoft team to map channels, priority flows, and the most appropriate activation model for your operation.
