Improving Customer Service with AI-Powered Sentiment Analysis

At DSP, we are committed to delivering exceptional customer service. To enhance our support operations, we developed an AI-powered Sentiment Analysis tool, an Oracle award-winning solution that analyses customer emails and service desk tickets in real-time. By leveraging Oracle AI and Microsoft Power BI, this tool enables businesses to detect dissatisfaction early, prioritise support, and improve service quality. In this blog, we’ll explore how it works, its benefits, and how to implement it effectively.

The Problem

Delayed customer feedback

Traditional feedback methods, where customers rate their experience at the end of a service request, are potentially too late. If a customer has experienced poor service during that request, they can be left feeling dissatisfied before the provider even realises there’s an issue.

Reactive rather than proactive support

Without real-time sentiment detection, support teams can only respond when customers explicitly voice concerns rather than proactively addressing issues as they arise.

Operational inefficiencies

Checking the sentiment of every interaction in the Service Desk via Service Managers would lead to a huge administrative overhead and be prohibitively expensive. It would be a challenge to scale support operations effectively without automation.

The Solution: AI-Powered Sentiment Analysis

Our AI-driven Sentiment Analysis tool addresses these issues by detecting and interpreting customer sentiment in real-time and providing an accurate representation of what a customer thinks about the quality of the service you provide. Built with Oracle AI-Language and integrated with Microsoft Power BI, our tool detects negative sentiment in real-time, delivering instant insights that enable businesses to act before issues escalate. This ultimately enhances customer satisfaction, optimises service operations, and reduces churn.

How It Works: A Step-by-Step Implementation

1. Data extraction

The tool automatically pulls customer interactions from IT Service Management (ITSM) platforms, emails, and support tickets.

2. Sentiment detection

Oracle’s advanced AI-Language model analyses conversations and categorises them as positive, neutral, or negative in real-time.

3. Visualisation

Insights are displayed on Microsoft Power BI dashboards, allowing service teams to track sentiment trends, identify emerging issues, and improve response strategies.

4. Automated alerts

When negative sentiment is detected, alerts notify service managers, enabling swift intervention before issues escalate.

The Business Impact

Proactive customer engagement

By identifying negative sentiment early, businesses can prioritise support efforts, ensuring customers receive the attention they need before dissatisfaction leads to churn.

Improved customer satisfaction & loyalty

With real-time insights, support teams can tailor interactions, reducing response times and fostering positive customer experiences.

Operational efficiency & cost reduction

Automating sentiment analysis minimises manual workloads, freeing up support teams to focus on high-priority cases and strategic initiatives.

Data-driven continuous improvement

Visualising sentiment trends over time allows businesses to refine their customer service strategies, measure the impact of improvements, and ensure consistent service excellence.

Why DSP?

An Oracle Partner for over 25 years, DSP specialises in AI-driven automation to transform business operations. Our Sentiment Analysis tool seamlessly integrates with existing service platforms, helping organisations improve customer retention, drive revenue growth, and stay ahead in a competitive landscape.

Summary

AI-powered sentiment analysis enables businesses to detect negative customer sentiment in real-time, helping them address issues before they escalate. By integrating with IT Service Management (ITSM) platforms, it analyses customer interactions, classifies sentiment, and provides actionable insights through Microsoft Power BI dashboards and automated alerts. This proactive approach improves customer satisfaction, reduces operational costs, and enhances service quality.

Get in touch today to see how DSP can help implement this game-changing solution for your business.