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Investment Case Study
We AI Enabled a REIT?s Earnings Report Cycle, Reducing Earnings Call, Preparation Time by 40%.
The Problem:
Our client's finance and investor relations teams were spending the weeks building up to their earnings reports working around the clock to prepare all of the reporting materials and develop talking points to bring to the market on earnings calls. Despite the team's efforts, they lacked the resources to comprehensively analyze the company's performance relative to its peers in the market. Further, the firm's CEO felt that the team was missing crucial data and insights that would strengthen the firm's talking points during its earnings call. With strong earnings call performance directly impacting the perception of the company's value, our client needed a better approach.
The Solution:
We developed an AI powered solution that brought the news and press releases, analyst ratings, key stock data, and historical values for 50 key financial and operational metrics across our client's nine closest competitors into a centralized database. All of the collected information was verified through a human in the loop process to ensure data accuracy. Additionally, we developed custom dashboards and a chatbot trained on the database?s content to enable our client to identify key insights from the data we provided. All of this allowed our client to identify their performance relative to their peer set and historical levels in real time, expediting the process of generating the firm?s key talking points and broader earnings call preparation by 40% across the team.
Call Center Case Study
We Helped Our Client Dramatically Increase Their Customer Intelligence, Reducing Churn 50%
The Problem:
Our client's data science team had constructed numerous churn prediction models but were unable to identify the root causes of customers leaving. Increasing their call center team size did not solve the problem. Further, the 3rd party call center managers were responsible for grading their team's performance, leading to misrepresentative analysis of call center agent performance. With churn impacting the business' revenue and no solution in sight, our client needed a different approach to stop losing clients.
The Solution:
We trained AI agents to listen to every customer call, transcribing them in real time and extracting all relevant information such as the reason for the call, the customer churn risk, and the call resolution status. Our AI agents then analyzed the customer sentiment on the call, scored the call quality relative to the call center script, and graded the agent quality based on their performance scorecard to provide specific feedback to the agent. All the data was entered into a centralized database with a dashboard that our customer could query for tangible insights, allowing for all churn drivers to be identified in real time and providing call center agents with clear instructions on how to most effectively resolve issues when dealing with clients. The AI agent helped to reduce the average customer's time to reach a resolution from 11minutes per client to 7, increasing client satisfaction and reducing churn.
AI Training Case Study
We Trained a Client?s Workforce on AI Prompting and Use Case Development, Increasing Organizational AI Adoption 43%
The Problem:
Our client's leadership team was keen to deploy AI at scale, however many employees were resistant to using AI tools and changing how they have worked throughout their careers. Further, members of the team were skeptical of AI's benefits and unsure of how to use it in a compliant manner. With a disconnect between the leadership team and the rest of the organization, our client needed a solution to convince its team that AI could improve the way they work.
The Solution:
Over the course of 8 hours with the client?s entire workforce, we facilitated hands-on, interactive training that helped our client's team to understand AI's past, present, and future, the broader AI landscape, the key features of each leading LLM, the essentials of AI prompting, and the key use cases that their team could use AI for in every day work. By the conclusion of the 8 hours, our client's team went from broadly skeptical of AI to widely enthusiastic about how they could use it, with AI awareness increasing 23%, AI understanding increasing 36%, and AI adoption increasing 43%.
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