Case Study: VOZIQ achieves 2x faster customer churn reduction with Lexalytics

VOZIQ reduces customer churn twice as fast with Lexalytics

VOZIQ, a customer experience management provider for contact centers, faced a challenge: traditional churn-prediction models based on transactions and demographics missed the real-time voice of the customer. VOZIQ turned to Lexalytics and its Semantria text-analytics technology to capture and analyze agent post-call notations and other consumer-generated text to surface true customer needs, feelings, and intent.

Lexalytics’ Semantria API categorizes call notes (billing, product, service delays, competition, contracts), extracts entities and themes, and scores sentiment—integrating in one week and scaling to about 1 million documents per day. Using Lexalytics’ analysis, VOZIQ improved predictive models and cut customer churn twice as fast, helping retain several thousand customers for clients and generating millions of dollars in additional annual revenue.

VOZIQ

Vasudeva Akula

Director, Data Science and Customer Analytics Practice