Customer Satisfaction Insights Tool
Client: Orbit Telecom|CRM Automation
PROJECT SUMMARY
An automated pipeline that scores support-call sentiment and surfaces churn risk to account managers before renewal.
The Challenge
Orbit Telecom's account managers only learned about unhappy customers after they'd already churned, with no early warning signal from support interactions.
The Solution
We built a pipeline that transcribes and scores support calls for sentiment and churn signals, then pushes a daily risk digest into the CRM account managers already use.
The Results
Churn risk is now flagged an average of 3 weeks earlier, contributing to an 18% reduction in quarterly churn.
Technology stack
PythonWhisperAirflowPostgreSQL
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