Finding a solution At the time when
Posted: Sat Dec 28, 2024 9:26 am
Using the paid Call Recording and Call Transcription features available when connecting the PBX, the senior call center manager manually monitored the quality of calls. The greatest attention was paid to the conversations of new operators; as for the main team, when checking their work, the supervisor strove for a standard of 5% of the total number of dialogues. The main difficulty was monitoring problematic dialogues and situations related to the lack of knowledge of operators. Call center employees had to tag such calls manually so that the supervisor could then pay special attention to them. In practice, operators constantly forgot to do this, and dialogues that could help identify weak points in training were lost. As for the Operator Rating function, it was possible to determine that the company's subscribers rate the quality of service as not very high.
To get details on what exactly is not satisfactory iraq telegram data in the operators’ work, open-ended questions were added to the robotic survey at the end of the call. Experience has shown that the percentage of customers willing to share a detailed response about service shortcomings with a robot was too low to draw conclusions based on the collected data. the provider's representatives shared their problem in organizing the monitoring of the telephone service, the developers of MCN Telecom had just implemented a new solution - a Contact Center based on artificial intelligence, equipped with the Speech Analytics function. In addition to call analysis, the AI Contact Center platform is designed for omnichannel communication with customers by phone, in messengers and social networks, through widgets on websites.
Since our client was planning to implement a platform for organizing service in text channels anyway, the ability to simultaneously conduct written dialogues from a single interface and analyze recordings of telephone conversations seemed interesting to him. It was decided to connect the AI Contact Center in the beta version, without a fee for connection and use of the platform, only for Call Recording and Call Transcription, as it was before, plus text processing by a neural network. Solution Call analysis within Speech Analytics can be performed either based on ready-made instructions from the solution provider or on custom instructions for AI compiled by the client. For the tasks of identifying problematic dialogues and low operator competence, our prepared instructions with customer complaints and dissatisfaction, repeated calls, comments to operators, demands to involve management in resolving the issue, and the operator’s inability to help resolve the problem turned out to be sufficient - a total of more than 1,500 words and expressions.
To get details on what exactly is not satisfactory iraq telegram data in the operators’ work, open-ended questions were added to the robotic survey at the end of the call. Experience has shown that the percentage of customers willing to share a detailed response about service shortcomings with a robot was too low to draw conclusions based on the collected data. the provider's representatives shared their problem in organizing the monitoring of the telephone service, the developers of MCN Telecom had just implemented a new solution - a Contact Center based on artificial intelligence, equipped with the Speech Analytics function. In addition to call analysis, the AI Contact Center platform is designed for omnichannel communication with customers by phone, in messengers and social networks, through widgets on websites.
Since our client was planning to implement a platform for organizing service in text channels anyway, the ability to simultaneously conduct written dialogues from a single interface and analyze recordings of telephone conversations seemed interesting to him. It was decided to connect the AI Contact Center in the beta version, without a fee for connection and use of the platform, only for Call Recording and Call Transcription, as it was before, plus text processing by a neural network. Solution Call analysis within Speech Analytics can be performed either based on ready-made instructions from the solution provider or on custom instructions for AI compiled by the client. For the tasks of identifying problematic dialogues and low operator competence, our prepared instructions with customer complaints and dissatisfaction, repeated calls, comments to operators, demands to involve management in resolving the issue, and the operator’s inability to help resolve the problem turned out to be sufficient - a total of more than 1,500 words and expressions.