Communications Mining & CX Diagnostics
How UAI Labs helped Arrow Global build a diagnostic engine to analyse customer emails, call notes, and interaction journeys, confirming 50 FTEs of measurable productivity gains.
Overview
UAI Labs developed a communications mining diagnostic engine to analyse customer communications and reveal recurring themes, manual rework, and process bottlenecks.
The system transformed unstructured interaction data into actionable operational intelligence, enabling Arrow Global to quantify productivity opportunities and prioritise improvement initiatives.
Hidden Inefficiency Inside Customer Communications
Customer service teams generate large volumes of unstructured communication data. Without structured mining, recurring issues, service delays, and manual rework remain hidden inside everyday operations.
Unstructured customer emails
Manual rework and repeated contacts
SLA breaches and operational delays
Mining for Insights
The 3M Diagnostic Model
Communications Mining
Analyse emails, call notes, tickets, and customer conversations to extract themes and hidden work.
Journey Friction Mapping
Identify where customer journeys slow down, repeat, or create unnecessary operational effort.
Root Cause Prioritisation
Quantify effort by journey type, channel, and customer segment to prioritise automation and process improvement.
Key Achievements
50 FTEs of measurable productivity gains confirmed
Customer communication patterns identified
SLA breach and delay drivers mapped
Repeatable framework prepared for scale across three subsidiaries
Blueprint established for future AI-led operational improvement
Business Impact
Business Impact
The engagement transformed customer communication data into actionable operational intelligence, helping the business identify where productivity was being lost and where AI-led improvement could create measurable value.
Raw communications
Emails, call notes, tickets, and customer interactions.
Diagnostic insight
Patterns, bottlenecks, rework, and delay drivers identified.
Prioritised improvements
Opportunities ranked by effort, value, and operational impact.
AI-led operations
Scalable automation and process improvement roadmap.
Want to uncover hidden inefficiencies in customer communications?
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