Manufacturing
Logistics
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About the Agent
Enterprises often struggle to derive timely insights from scattered customer feedback spread across surveys, case notes, and communication channels. Manual aggregation and periodic reporting delay awareness of emerging issues and service trends, limiting leaders’ ability to respond promptly or adapt processes based on real customer sentiment.The Feedback Intelligence Agent automates this process by continuously ingesting feedback from multiple sources—customer surveys, chat transcripts, emails, and post-case follow-ups. It analyzes both structured and unstructured data, classifying sentiments, identifying recurring themes, and benchmarking performance against internal standards or third-party metrics. The agent converts raw feedback into clear, actionable insights for service leaders and frontline teams.By delivering live sentiment analysis and feedback intelligence, this agent enables proactive service adjustments and continuous experience improvement. Leaders gain instant visibility into customer perception, allowing them to take corrective action before dissatisfaction escalates. The result is improved responsiveness, consistent service quality, and measurable gains in customer satisfaction and loyalty.
Accuracy
TBD
Speed
TBD
Input Data Set
Sample of data set required for Real-Time Feedback Intelligence Agent:
Daily Input Dataset Date: 2025-10-10
Company: BrightHealth Insurance
1. Customer Survey Responses
| Customer ID | Channel | Rating (1-5) | Comment |
|---|---|---|---|
| C1001 | Survey | 2 | Claim approval is taking too long. I had to wait 3 weeks with no updates. |
| C1002 | Survey | 4 | Helpful customer service, but policy documents are confusing. |
| C1003 | Survey | 1 | I keep getting emails that contradict what the agent told me over chat. Frustrating. |
| C1004 | Survey | 5 | Quick resolution for my recent dental claim. Very satisfied. |
| C1005 | Survey | 3 | Website chatbot is slow and often repeats answers I already know. |
2. Chat Transcripts
Transcript 1
Customer: Hi, my claim submitted 2 weeks ago still hasn’t been approved. Can someone tell me what’s happening?
Agent: I apologize for the delay. I’ll escalate your claim to the processing team.
Transcript 2
Customer: Your mobile app keeps crashing when I try to upload receipts. Very frustrating.
Agent: We’re aware of this issue and are working on a fix. Thank you for reporting it.
Transcript 3
Customer: I was told my claim would be resolved in 5 days, but it’s already 10. Why the delay?
Agent: I’m sorry for the inconvenience. I’ll check your case and update you immediately.
3. Emails
Email 1
From: John.Doe@example.com
Subject: Delay in claim processing
Body:
I submitted a claim for my recent hospitalization two weeks ago, but there has been no update. Please advise. This delay is causing a lot of stress.
Email 2
From: Sarah.Smith@example.com
Subject: Confusing policy wording
Body:
I don’t understand the coverage limits on my new policy. The brochure and website have conflicting information. Can you clarify?
Email 3
From: Michael.Lee@example.com
Subject: Claim payment not received
Body:
My reimbursement check for last month’s claim hasn’t arrived yet. I would like an urgent update.
4. Social Media Mentions
- Tweet: @BrightHealth Why is my insurance claim still pending after 14 days? #Frustrated #ClaimsDelay
- Tweet: @BrightHealth Support was helpful but the instructions on their site are really confusing. #PolicyHelp
- Facebook Post: Support team was responsive, but the mobile app kept freezing when uploading receipts. Needs urgent fix.
5. Summary for Agent Processing
- Feedback Sources: Survey, Chat, Email, Social Media
- Expected Analysis:
- Sentiment Classification (Positive / Neutral / Negative)
- Recurring Theme Extraction (Claims Delay, Policy Confusion, App Issues)
- Actionable Insights Generation
- Use Case: Enable service leadership to act proactively on emerging issues and improve customer satisfaction.
Deliverable Example
Sample output delivered by the Real-Time Feedback Intelligence Agent:
Daily Feedback Intelligence Date: 2025-10-10
Company: BrightHealth Insurance
1. Sentiment Analysis Summary
| Sentiment | Count | Percentage |
|---|---|---|
| Positive | 2 | 13% |
| Neutral | 2 | 13% |
| Negative | 11 | 74% |
Key Observations:
- Majority of feedback is negative (74%), primarily regarding claim processing delays and technical issues.
- Positive feedback highlights quick resolution for specific cases (e.g., dental claim).
- Neutral feedback mostly pertains to minor inconveniences (chatbot repetition, clarifications).
2. Recurring Themes & Issues
| Theme | Mentions | Examples |
|---|---|---|
| Claim Processing Delay | 6 | “Claim approval is taking too long…”, “Claim still pending after 14 days.” |
| Policy Confusion | 3 | “Policy documents are confusing…”, “Coverage limits conflicting on brochure and website.” |
| Mobile App Issues | 2 | “App keeps crashing when uploading receipts…”, “App froze during submission.” |
| Communication Gaps | 2 | “Emails contradict what agent told me…”, “Resolution promised in 5 days but delayed.” |
3. Actionable Insights
-
Immediate Operational Actions:
- Escalate all pending claims older than 10 days to claims operations team.
- Assign dedicated staff to high-volume regions where delays are reported.
-
Customer Communication:
- Send proactive emails to affected customers acknowledging delay and expected resolution time.
- Clarify confusing policy terms via FAQs and targeted communications.
-
Technical Fixes:
- Prioritize mobile app stability fixes related to document uploads.
- Review chatbot response logic to reduce repeated answers.
-
Performance Benchmarking:
- Negative sentiment increased 15% compared to previous week.
- Benchmark against internal KPI: claim resolution <7 days. Current data shows >50% cases exceeding this target.
4. Recommended Dashboard Metrics
- Sentiment Trend (Daily / Weekly)
- Top Complaint Themes: Claim Delays, Policy Confusion, App Issues
- Region / Agent Performance for claim handling
- Response Time vs Expected Resolution
5. Suggested Next Steps
- Service Leadership: Review agent’s flagged high-priority complaints and allocate resources.
- Operations Team: Investigate systemic bottlenecks in claims process.
- Product / Tech Team: Address app and digital support platform issues.
- Continuous Monitoring: Agent to run real-time updates every hour and alert for emerging spikes in negative sentiment.
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