Deeper insights unleash AI's potential to optimize call centre performance
Project overview
Deeper Insights developed an AI-powered solution for Interact to tackle call centre challenges in operations and customer service. By leveraging natural language processing and computer vision, the technology offers real-time feedback and post-call analysis. Monitoring key metrics and assessing agent performance, the solution equips agents with essential tools for improvement, ultimately enhancing customer experiences in the call centre environment.
The challenge
Historically, the call centre sector has grappled with optimizing operations and delivering outstanding customer service. As an industry leader, Interact sought to overcome these challenges. Conventional approaches to monitoring and enhancing call centre performance have been inadequate in resolving these concerns.
The solution
A partnership between Interact and Deeper Insights has led to the development of an innovative AI-powered solution that transforms call centre operations. This cutting-edge system employs natural language processing (NLP) including the latest Large Language Model (LLM) technology and computer vision to deliver real-time feedback and post-call analysis for call centre agents.
The solution monitors essential metrics, including talking speed, cross-talk, monologuing, extended silence, energy level, speaking/listening ratio, and script adherence. Additionally, a post-call scorecard assesses agents' utilization of filler words, loudness variation, confidence, and script adherence.
The end result
The AI-powered call centre solution developed for Interact enables call centres to elevate agent performance and enhance customer experiences. By providing real-time metrics and post-call analysis, agents are equipped with the tools they need to improve their performance, leading to better customer experiences and satisfaction.
Jack Sands, Interact, CEO
Next steps
A variety of technologies and techniques were utilised in the development of this application. To gain a further understanding of the technology and services offered by Deeper Insights, please inquire for more information or visit our services page.
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