{"id":7601,"date":"2022-08-15T13:19:00","date_gmt":"2022-08-15T13:19:00","guid":{"rendered":"https:\/\/ttlwebprod.tatatechnologies.com\/uncategorized\/on-time-response-for-delightful-customer-experience-thats-better\/"},"modified":"2022-08-15T13:19:00","modified_gmt":"2022-08-15T13:19:00","slug":"on-time-response-for-delightful-customer-experience-thats-better","status":"publish","type":"post","link":"https:\/\/ttec-web-dev.tata.thef.net\/in\/success-stories\/on-time-response-for-delightful-customer-experience-thats-better\/","title":{"rendered":"On-time response for delightful customer experience. That\u2019s better."},"content":{"rendered":"\n<div class=\"wp-block-create-block-copy-block-two py-5\"><div class=\"container px-6\"><svg class=\"w-full mb-7\" version=\"1.2\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"1536\" height=\"10\"><defs><clipPath clipPathUnits=\"userSpaceOnUse\" id=\"cp1\"><path d=\"M0-1h1919.71v12.66H0z\"><\/path><\/clipPath><\/defs><g id=\"Clip-Path\" clip-path=\"url(#cp1)\"><g id=\"Layer\"><path class=\"text-purple s0\" d=\"M.5 11.5 5.2-.8M7.5 11.5 12.2-.8M14.5 11.5 19.2-.8M21.5 11.5 26.2-.8M28.5 11.5 33.2-.8M35.5 11.5 40.2-.8M42.5 11.5 47.2-.8M49.5 11.5 54.2-.8M56.6 11.5 61.2-.8M63.6 11.5 68.3-.8M70.6 11.5 75.3-.8M77.6 11.5 82.3-.8M84.6 11.5 89.3-.8M91.6 11.5 96.3-.8M98.6 11.5l4.7-12.3M105.6 11.5l4.7-12.3M112.6 11.5l4.7-12.3M119.7 11.5l4.6-12.3M126.7 11.5l4.7-12.3M133.7 11.5l4.7-12.3M140.7 11.5l4.7-12.3M147.7 11.5l4.7-12.3M154.7 11.5l4.7-12.3M161.7 11.5l4.7-12.3M168.7 11.5l4.7-12.3M175.8 11.5l4.6-12.3M182.8 11.5l4.6-12.3M189.8 11.5l4.7-12.3M196.8 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class=\"font-header text-4xl md:text-5xl pb-5 -mt-1 text-primary pr-5\"><strong><u>Challenge<\/u><\/strong><\/h3><div><div class=\"copy-block-two-blurb text-lg\"><p>The power generation and distribution company was flooded with customer queries during pandemic; however, on e-mails. The spike in the e-mail queries during the pandemic was 10X higher than usual. Tata Technologies stepped in to transform their e-mail response process.<\/p><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-create-block-copy-block-two py-5\"><div class=\"container px-6\"><svg class=\"w-full mb-7\" version=\"1.2\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"1536\" height=\"10\"><defs><clipPath clipPathUnits=\"userSpaceOnUse\" id=\"cp1\"><path d=\"M0-1h1919.71v12.66H0z\"><\/path><\/clipPath><\/defs><g id=\"Clip-Path\" clip-path=\"url(#cp1)\"><g id=\"Layer\"><path class=\"text-purple s0\" d=\"M.5 11.5 5.2-.8M7.5 11.5 12.2-.8M14.5 11.5 19.2-.8M21.5 11.5 26.2-.8M28.5 11.5 33.2-.8M35.5 11.5 40.2-.8M42.5 11.5 47.2-.8M49.5 11.5 54.2-.8M56.6 11.5 61.2-.8M63.6 11.5 68.3-.8M70.6 11.5 75.3-.8M77.6 11.5 82.3-.8M84.6 11.5 89.3-.8M91.6 11.5 96.3-.8M98.6 11.5l4.7-12.3M105.6 11.5l4.7-12.3M112.6 11.5l4.7-12.3M119.7 11.5l4.6-12.3M126.7 11.5l4.7-12.3M133.7 11.5l4.7-12.3M140.7 11.5l4.7-12.3M147.7 11.5l4.7-12.3M154.7 11.5l4.7-12.3M161.7 11.5l4.7-12.3M168.7 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style=\"stroke:#350FA2\"><\/path><\/g><\/g><\/svg><div class=\"copy-block-two md:grid grid-cols-1 md:grid-cols-2 mb-7\"><h3 class=\"font-header text-4xl md:text-5xl pb-5 -mt-1 text-primary pr-5\"><u><strong><span style=\"text-decoration: underline;\">Solution<\/span><\/strong><\/u><\/h3><div><div class=\"copy-block-two-blurb text-lg\"><p>While responding to customer emails, the power company followed a manual process of reading, analyzing, and aligning the query to the right executive. They were looking for a resolution that could quickly act on commercial and technical customers\u2019 email queries. They wanted to address the negative sentiments at a lower total cost of services, while addressing the tariff change queries during the pandemic.<\/p><p>We took the opportunity to help the customer manage these queries quickly and seamlessly with a supervised Machine Learning model built on historical data. The model was then integrated with SAP, CRM, and ERMS to automate incoming e-mail reading, analyzing, skill-based alignment, and auto response. We optimized various systems, such as Systems Applications and Products in Data Processing (SAP), Customer Relationship Management (CRM) and E-Mail Response Management (ERM) with Machine Learning (ML) and Natural Language Processing (NLP) to reduce significant manual efforts of the customers\u2019 inhouse team while improving response time to customer queries.\u00a0<\/p><p>The NLP helped the customer to identify and analyse customer sentiments, with 98% prediction accuracy. The power company could resolve queries received through email in real-time using NLP models by identifying email context, customer sentiment, customer details and automatically assigning them to executives for further processing. This automated process saved the customer 14,000+ man hours.<\/p><p>For this pioneering work, Tata Technologies won the prestigious SAP ACE Award for \u2018Adoption of Transformative Technologies\u2019<\/p><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-create-block-infographics pb-11 pt-5 mb-20 md:pt-8 md:pb-11\" style=\"background-color:undefined\"><div class=\"container\"><svg class=\"w-full mb-7\" version=\"1.2\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"1536\" height=\"10\"><defs><clipPath clipPathUnits=\"userSpaceOnUse\" id=\"cp1\"><path d=\"M0-1h1919.71v12.66H0z\"><\/path><\/clipPath><\/defs><g id=\"Clip-Path\" clip-path=\"url(#cp1)\"><g id=\"Layer\"><path class=\"\" d=\"M.5 11.5 5.2-.8M7.5 11.5 12.2-.8M14.5 11.5 19.2-.8M21.5 11.5 26.2-.8M28.5 11.5 33.2-.8M35.5 11.5 40.2-.8M42.5 11.5 47.2-.8M49.5 11.5 54.2-.8M56.6 11.5 61.2-.8M63.6 11.5 68.3-.8M70.6 11.5 75.3-.8M77.6 11.5 82.3-.8M84.6 11.5 89.3-.8M91.6 11.5 96.3-.8M98.6 11.5l4.7-12.3M105.6 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