Unified Customer Support & Sentiment Intelligence
Five support channels, one customer story, churn cut in half
Reference build. This is a solution blueprint — the architecture, phasing, and stack we’d deploy for this problem, with modeled outcomes based on comparable implementations. It is not a report on a completed client engagement. Want to see the working parts? Book a walkthrough
Customers falling through the cracks across every channel
The brand was handling customer support across email, live chat, social media, SMS, and a call center — but none of these channels talked to each other. A customer could complain on social media, follow up via email, and call in the same week without any agent knowing the full story. Response times were inconsistent, churn was climbing, and the team had no way to prioritize high-risk interactions.
Key Pain Points
No unified view of customer interactions across 5 channels
Average response time exceeded 14 hours on social media
Customer churn rate at 18% and climbing quarterly
Support team burned out from context-switching between platforms
One brain for every conversation, every channel
We built a unified orchestration layer that ingests every customer touchpoint, analyzes emotional subtext in real time, and creates a single threaded timeline per customer. The system predicts churn risk with sentiment scoring and drafts empathy-calibrated responses that agents can approve with one click.
Channel Audit & Integration
Mapped all 5 communication channels, identified data gaps, and built real-time ingestion pipelines that normalize messages into a unified customer timeline.
Sentiment Engine & Churn Prediction
Developed the multi-model sentiment analysis system combining emotional subtext detection with historical interaction patterns to generate churn risk scores (0-100) per customer.
Response Drafting & Agent Dashboard
Built the empathy-calibrated response generator and the unified agent dashboard with priority queuing, customer context cards, and one-click response approval.
Testing & Launch
Ran parallel operations for 10 days with A/B testing against the old workflow. Calibrated sentiment thresholds and response templates based on agent feedback.
From reactive support to proactive brand loyalty
Designed for a support operation handling tens of thousands of interactions a quarter: faster first responses, context-aware replies, and proactive outreach to at-risk customers. The targets below are modeled on comparable implementations.
Project Summary
Unified 5 disconnected support channels into a sentiment-aware orchestration platform that cut churn from 18% to 11% and delivered 340% ROI in the first quarter.
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