Customer Voice - Mediation through Advanced Emotion Analytics Qorus-NTT DATA Innovation in Insurance Awards 2025

The CUSTOMER VOICE is an innovative Gen-AI-powered platform that transforms customer service by integrating omnichannel touchpoints (phone, APP, social media), analyzing real-time sentiment trends, and automating complaint mediation. At its core are two AI agents.

The Emotion Detection Agent combines customer behavioral data (e.g., app activity, social media comments) with emotion classification and predictive modeling to detect early dissatisfaction signals, such as repeated mentions of policy terms, claims handling frustrations, or concerns about cancellations. It flags risks like potential policy cancellations or unresolved claim disputes for proactive follow-up.

The Complaint Mediation Agent classifies incoming cases by emotional intensity (e.g., frustration vs. mild dissatisfaction), urgency levels, and complexity. It triggers automated workflows to route high-priority issues (e.g., urgent claims, complex policy modifications) to relevant teams (customer service, tech R&D, analytics), while providing agents with resolution recommendations like tailored compensation offers or escalation protocols.

Central to the system is the Emotion Escalation Framework, which converts behavioral indicators into actionable emotion signals. For example, frequent policy checks, repeated calls to the complaint hotline, in-app grievance submissions, multiple interactions with policy cancellation pages, abnormal claims processes, repeated customer service contacts, low ratings, and negative social media feedback are all analyzed using advanced techniques such as negative feedback analysis, language emotion analysis via NLP, and emotion trend prediction.

The system treats subtle dissatisfaction as critical insights, combining generative AI with behavioral psychology to resolve conflicts before emotional escalation. In 2024, it processed over 1 million customer interactions, achieving a 60% reduction in case volume, 50% faster resolution times, 15% higher customer satisfaction, and a 35% drop in operational costs, alongside a 90% decrease in per-service costs, saving millions annually.

By centering on AI-driven emotional intelligence and omnichannel synergy, CUSTOMER VOICE redefines service paradigms through predictive empathy. It shifts from reactive responses to proactive engagement, building brand trust with data-driven precision and setting a new industry benchmark for innovation anchored in customer sentiment.