Service: Customer call analysis - Finding patterns in the reasons for customer inquiries

Responsible organisation: Social Insurance Board (Central-Government)

The Social Insurance Board, in cooperation with Feelingstream, conducted five pilot projects aimed at analyzing customer calls and web chats in detail and finding patterns in the reasons for customer inquiries. As part of the pilot, the Feelingstream application transcribed the Social Insurance Board's calls from May to August 2020 (3 months) in Estonian and Russian. The Feelingstream application provides an opportunity to get both a statistical overview and a detailed understanding of customers' concerns across several customer communication channels - calls, emails and chatbot. Customer contact analysis is the fastest and most immediate way to find places in services that the customer is in trouble with and that can be changed quickly. The analysis creates insights for managerial decision-making, which in turn leads to better and more efficient public services. The pilot project involved an information line manager and two service managers. In the pilot project, SKA chose Feelingstream as a partner, which specializes in analyzing customer contacts in Estonian and Russian. The analysis creates insights for managerial decision-making, which in turn leads to better public services to make them faster and more convenient for citizens to use.

Additional information

Source Open Innovation Regione Lombardia
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Start/end date 2021 -
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