New customer feedback arriving
“Was on hold for 40 minutes”
SMS
G
Review, 2 stars, Trustpilot
AI reads it in seconds
Theme: phone queues
Negative
Phone queues, contact centre
388 mentions and rising
Act first
Owned, fixed, proven
CX
Case #2291, assigned to CX team
Open
Resolved
Call-back option launched, loop closed
NPS +6
this quarter