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AI-based tool for call center analysis
NDA
Technologies: Custom AI model for 2-channel VoIP voice recognition
Project duration: 4 weeks
IT
CIS
The customer wanted to better understand the quality of Call center operators diligence. Previously, it was done manually and took up to 5 days to provide reliable analytics
Challenge:
Developed an AI-based solution for assessing the performance of a Call center team using a neural network that compares the content of conversations with customer service quality standards
All data collected from conversations is processed in a BI tool that creates end-to-end analytics by number of requests, topics, geography, tone of voice, etc
Key deliverables:
Businesses have the ability to promptly assess the quality of communication between call-center operators and customers and adjust them if necessary
Reduced time for data processing and analysis of Сall center performance