Èggo tests AI-driven call analysis

Èggo wanted to better understand and resolve customer issues by utilizing the voice recordings from their customer service. They had a lot of CRM data, but the voice recordings were not being optimally utilized. By deploying AI, they were able to analyze these recordings, categorize them, and gain valuable insights to improve their processes and customer satisfaction.

Èggo collaborated with Proximus NXT for this purpose. This led to the development of a call analysis tool that classifies calls into large categories, providing valuable insights for process improvement and manager coaching. The project demonstrates the significant impact of AI on understanding and addressing customer needs.