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RETAIL, MANUFACTURING AND PROPERTY

Company Profile

The client is a global supply chain logistics company operating more than 650 distribution centers/offices in 375 cities in 46 countries and regions. The client manages a seamlessly connected suite of supply chain solutions, including ocean and air freight forwarding, warehousing, distribution services, and supply chain management. With a focus on delivering superior value, reliability, and expertise, they enables businesses to optimize their supply chain operations and achieve greater efficiency in a highly competitive market.

Challenges

As a global logistics leader, the client sought to enhance its email communication processes and adapt to evolving market demands. Manual approaches to customer inquiries made it difficult to fully leverage customer-specific data, limiting the ability to deliver personalized and efficient responses. Additionally, the absence of automated machine learning processes left room for improvement in operational agility and innovation.

 

By addressing these areas, the client aimed to optimize responsiveness, elevate the customer experience, and stay ahead in a competitive market.

Solutions

To overcome these challenges, LPS recommended and implemented an AI-powered email sentiment analysis solution, leveraging Microsoft Azure Databricks to modernize email management. This solution employs machine learning to automatically sort emails and analyze sentiment, reducing manual workloads while enhancing accuracy and efficiency. It also features a dashboard for immediate insights into communication patterns, enabling proactive issue management and performance monitoring. Once sentiment classifications have been made, automated workflows will be set into action, facilitating complaint resolution, recommended responses, and more. This transformation of email processes has accelerated operational efficiency and empowered the client with actionable insights to enhance customer engagement and streamline operations.


Value created

The adoption of our AI-driven sentiment analysis has improved email classification and response accuracy. Leveraging data analysis and machine learning, the client can now make informed decisions based on real-time analysis, reducing reliance on manual effort and enhancing overall decision-making efficiency.

 

Furthermore, the cloud-based, scalable solution allows them to manage increasing amounts of data as needed, supporting business growth and productivity. This proactive understanding of customer sentiments positions the client as a leader in adopting innovative methodologies, driving sustainable customer acquisition and retention. Thanks to the ongoing improvement cycle to machine learning, they are now well-prepared to navigate evolving market conditions and deliver exceptional customer services.

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