NHP Tuning AI to Better Analyse Customer Sentiment, But ROI Remain Elusive

For NHP’s Chief Marketing and Digital Officer Nicholas O’Connor, calculating the return on investment (ROI) for an artificial intelligence (AI) project is challenging.

“If somebody out there has already got a clear ROI for AI, then please tell me because anecdotal [evidence] is quite easy [to provide], but getting to a dollar amount is very difficult,” he says.

NHP, a 57-year-old Australian electrical engineering products supplier, employs 800 staff. O’Connor is clear that AI won’t replace them, but it will augment their capabilities so they can complete tasks faster.

In the months ahead, NHP will begin using AI capabilities within the Genesys Cloud CX customer experience platform to measure the sentiment of hundreds of customers who call the organisation every day. The platform already transcribes calls, and these transcriptions help to coach staff.

Now, it’s a matter of using these AI capabilities to gain insights that will ultimately improve customer…