{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/0f0a117837f34795bc1400280895dcae\" frameborder=\"0\" width=\"1920\" height=\"1440\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":1440,"width":1920,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":1440,"thumbnail_width":1920,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/0f0a117837f34795bc1400280895dcae-381c73c73bf8199d.gif","duration":616.562,"title":"[External] Marriott Demo - Omni-Channel Customer Analytics","description":"In this video, I demonstrated our omni-channel analytics capabilities, showcasing how we can analyze various customer interaction sources, including live call and chat transcripts, and online reviews. We explored how to identify friction points that customers experience, with about 50% of the analyzed transcripts mentioning such issues, particularly around billing and check-in processes. I highlighted the importance of understanding these friction points to enhance customer satisfaction, noting that 24% of interactions indicated dissatisfaction. I encourage you to dive deeper into the data using our AI tools to identify specific areas for improvement, particularly in check-in and check-out experiences. Please take action on these insights to drive better customer experiences moving forward."}