Challenge

There are many challenges that make this an interest use case:

  • Volume of Data
  • Complexity of Analysis
  • Integration and Real-Time Processing
  • Accuracy and Reliability
  • Privacy and Data Security
  • Scalability
  • Customization and Learning
  • Multilingual Support

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Approach

  1. After each call, a new audio is generated and recorded in call center app (Talkdesk)
  2. Using an API, the new call is pulled into a storage
  3. Using Speech Recognition Service, audio is translated into text
  4. Using ChatGPT and given context, data is anonymized and features are extracted (eg: call context, customer feedback, customer sentiment analysis)
  5. Data is stored along side with call identifiers
  6. Data is analyzed using PowerBI

Value Delivered

Insights and call quality control, that was measure by call complaints given on specific channels, now can be automated and analyses in real-time. For this business challenge the value isn’t quantitative but qualitative, since customer service is expected to improve and problems to be detected earlier. As an example:

  • Guided scripts for operators improvements
  • Operator feedback

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