Transform Customer Service with Intelligent Triage, Sentiment Analysis, and Predictive Support

Customer service teams face increasing pressure to deliver faster, more personalised support while managing privacy, risk, and limited resources. In this expert-on-demand session, Peter Williams, Principal Consultant at Crimson, demonstrates how AI helps organisations transition from reactive service delivery to proactive, data-driven customer support.

Using a realistic enterprise scenario, you will see how organisations reduce handling time, identify risk earlier, and improve outcomes through intelligent automation.

In this session, you will discover:

AI Driven Triage and Intelligent Routing
Learn how conversational AI gathers information, assesses urgency, and routes cases automatically to the right teams.

Sentiment and Emotion Detection at Scale
See how AI analyses chat, email, and voice interactions to detect stress, urgency, and frustration in real time.

Predictive Support and Risk Scoring
Explore how AI identifies customers most likely to escalate, miss appointments, churn, or require urgent intervention.

Real Time Operational Intelligence
Understand how Power BI and Microsoft Copilot provide live visibility into demand, risk levels, sentiment, and service performance.

Proven ROI from AI in Customer Service
Achieve 35 percent lower handling time, 5 percent higher retention, and up to 66 percent fewer missed engagements.