Jabra Enhance sells hearing aids both online and through major retailers like Amazon and Walmart. Their Sales and Customer Experience teams speak to hundreds of customers daily. 

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Realizing they had collected a wealth of customer data from these calls and chats, they wanted to learn from these interactions but didn’t know the most efficient way to manage such a large volume of data. They knew there were valuable insights into customer sentiment and reasons for reaching out within these calls and chats, but processing this information manually was too time-consuming, making it challenging to take action based on it.

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That’s when Operatus suggested using Salesforce Generative AI, which provided the perfect solution for analyzing all that unstructured data and extracting key information from it.

Implementing a Salesforce Generative AI Agent enabled Jabra Enhance’s Product and Leadership teams to understand the customer's story by analyzing call and chat transcripts and making business decisions based on direct customer feedback. With the help of AI agents, they can gain a clear overview of the account without needing to dive into the data themselves

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‍Tapping into years of client history: Calls and chats from Sales and Customer Experience are all recorded and brought into Salesforce. With Salesforce Generative AI, they can analyze this extensive history of client interactions and extract key information into a structured table.

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The interaction history is securely shared with an agent that identifies the following for each record:

• Main and Secondary reasons for the call
• Key insights
• Main outcome 
• Customer sentiment
• Competitor mentions

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‍Structured summaries for readability: Operatus collaborated with the Jabra Enhance product team to determine the best way to present AI-generated summaries for Customer Experience representatives in a clear and easy-to-read format. By utilizing Apex Flex Templates and the LLM capabilities of Prompt Builder, they ensured that the summaries included essential details in both user-friendly and report-friendly formats. Each response is limited to five words or fewer and categorized appropriately.

Thanks to the quick AI account summaries, Jabra Enhance now has reportable insights from their unstructured data, including call and chat data.

Easy call reason and sentiment reporting: The Generative AI prompts built by Operatus were designed to be very specific and prevent responses from becoming too lengthy. Controlled responses to keep them consistent so that they could be added to a Salesforce object and reported on. 

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They have now been able to build several reports with CRM analytics to visualize their findings, including one that analyzes the topics clients are calling about. They learned that calls are mainly calls to troubleshoot their hearing aids. 

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Using more customer feedback in team decisions: Jabra’s Product and QA teams leverage the reports to gather 'voice of the customer' insights, and they run a meeting every Friday, delving deep into key topics discussed on calls and chats.

They were able to shift the focus of the CX org as a whole and understand their customers' biggest needs and complaints.

As they think ahead, they're working on improving their prompts to collect more information, making summaries and categorization simpler for reporting, and determining how to utilize AI to analyze all interactions and identify patterns.