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Conversation Analytics Solution Service

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Celebal Conversational Analytics
US based Pharmaceutical group with market cap of 150 billion$.
The Pharma Company wanted to analyze their call center logs. They had all
the audio conversation of their customers with their customer care
representatives. They wanted to analyze their
conversation and predict who would go off-therapy after the discussion.
The patient using
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Celebal India Solutions Private Limited

Jaipur, Jaipur, Rajasthan
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Call 09313220115
IT / Technology Services
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Product Description

Celebal Conversational Analytics

US based Pharmaceutical group with market cap of 150 billion$.

The Pharma Company wanted to analyze their call center logs. They had all
the audio conversation of their customers with their customer care
representatives. They wanted to analyze their
conversation and predict who would go off-therapy after the discussion.

The patient using the drugs of the Pharma Company had lot of questions regarding
its side effect, no-effect, and how can they transport the drug. They would have lot
of questions around the drugs and a bad response could lead to the patient stop
taking the drug.
They wanted to create a system where they could predict in real time if the call is
moving in the wrong direction.

It was obvious that the conversational analytics would allow Pharma Company
to attend their customers in a better way. This would decrease customer churn
and would ensure better analysis of survival analysis.
• Enhance existing customer relationships and build trust as both can crumble
in an instant as a result of bad conversation
• Maintain their hard-
???
earned reputation, the heart and soul of any Pharma
organization

Celebal provided a cutting edge solution involving Google Speech to text API and
then implementing State of the art algorithms (Support Vector Machine)

The customer feedback for the call improved by 38% which was a large increase
given that most patient majorly called in case of issues with their drugs.
The total off-therapy reduced by 11% and this was largely due to the fact that
Celebal was able to bring the Company nearer to its customer.

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Conversation Analytics Solution Service

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About the Company

Legal Status of FirmPrivate Limited Company
Nature of BusinessIT / Technology Services
IndiaMART Member SinceMay 2013
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