By utilizing STT (speech to text) and TA (text analysis) technologies, the solution can through analysis of the contents of Contact Center customer counselling maximize the quality of RISK-VOC management and service quality as well as customer satisfaction, in addition to extracting service insight based on customers’ Real-VOC analysis.
Pain Point
Couns. cat. that
depends on cnslr, limit.
in early detect.
of sharply rising VOC
Limit. to improv. of
couns. qlt based on
existing QA sampling
meth.
Limit. on accurate
problem anal.
for prod./service
xtrmVOC
Voice recog. tech.
real-time or quasi real-time voice recog. tech.
Voice recog. of couns. calls
Text conversion in shortest time
Semantic anal. based on Deep Learning
Integrated search of initiated call contents
Speaker separation, analyzing silent sections
Text anal. tech.
semantic anal. tech. based on Deep Learning
Analyzing emotions of cust., cnslr
Sentence anal. of separated speakers
Anal. of necessary sentences, forbidden words
Couns-cat. anal. based on Deep Learning,
keyword/pattern meth.
Needs
Diverse anal. that
connects initiated
couns. contents
to work indices
Improv. of call quality
eval. thru auto. eval.
assist. based on AI
Extract. of core
keywords for real-time
response of cust. dsf.
or serv. issues
Early detection of Risk-VOC
and early response possible
Real-time handling of
main causes of dissatisfaction
of service/product
Strengthening of
Q&A function through
recorded calls investigation
Applied technology
Speech anal. tech.
Real-time STT conversion tech.
Real-time text conversion using
the stream meth.
Recog. tech. based on
Deep Learning
DNN(Deep Neural Networks)
