Emotion and Behavior Analysis for Improved CX

Objective

Enhance customer retention and booking rates by analyzing and responding to the emotional dynamics of customer-agent interactions

Solution

Leverage Lingo to conduct emotion and behavior analysis during customer interactions. The system tracks sentiments, identifies successful behaviors, and recommends best practices to agents. This empowers agents to replicate winning strategies, improving both customer retention and booking success

Benefits

Increased Customer Retention: By understanding and addressing customer emotions, the hotel chain can reduce churn and build loyalty.
Higher Conversion Rates: Agents who apply best practices identified by the system are more successful in closing bookings.
Improved Agent Engagement: Agents are empowered with data-driven insights, leading to better job satisfaction and performance.
Enhanced Customer Experience: Personalized and empathetic interactions foster stronger customer relationships, resulting in higher satisfaction.