Automated solution for evaluating counselling quality
The solution enhances the counselling quality at the Contact Center by conducting AI automated quality evaluations regarding all counselling calls through the voice/text integration and analysis algorithm, and on this basis, assists the manager with intensified Q&A evaluations.
01
DATA (Collection)
Data is collected in the inner channels of VOC to solve the problems of customer service.
Counselling
Questions
Requests
Dissatisfactions
Reservations
Proposals
Design
Costs
02
Analysis
Lang. analy. process.
Lang. process. engine
NLP
Morpheme anal.
Phrasal anal.
Mass lang. process.
Extracting new words
Supporting mult. lang.
Anal. engines
Speech anal.
Emotion anal.
Correl. anal.
Risk anal.
Pattern anal.
Keyword anal.
Search engine
Search correl. words
Required scripts
Prohibited word anal.
Vocabulary impt
Auto. Cate. based on content
Stat. data
AI/intelligent engine
NLP prior mgmt
Manage obj. names
Knwl imbedding
Manage cat. sys.
Compre. issue keywords, Risk
Early notif. of risks
QA qlt eval. of couns.
Managing monit./qlt
Speech waveform
Freq. of silent syllables
Call lgth
Share of the talk
Talker overlaps
Qlt mgmt results
Results of cust. satis.
Freq. of prohibited words
Real-time monit.
Managing the script
Compliance with script
Script info.
Prior agrmt, agrmt w/ clauses
Sampled survey info
Couns. type info
Managing survey results
Manage the cnslr
Manage new or exp. members
Manage level accord. to affiliation
Manage org.
Manage the cnslrs, pers. in charge
Manage the type of couns
Auto. assignment of couns.
03
Performance
STEP 01
The counselling quality of the voice/recorded data is automatically analyzed in real-time.
The system listens to the call, and according to the operation policies makes an automatic quality diagnosis analysis, registering it.
STEP 02
The QA management of counselling quality and investigation based on analysis indices, are performed.
The convenience of operation and the efficacy of management are raised by categorizing between counselling quality management calls and quantified KPI (key performance indicator) capability evaluation calls.
STEP 03
The statistical report is provided for the results of counselling quality evaluations.
Through the quality evaluation results based on analysis indices, strategic business for the goal of raising customer satisfaction, is supported.
Manageability
Pattern analysis
according to
counsellor
Inspecting
call quality
KPI work
evaluation
Index of analysis
results
Cause analysis
of calls according
to case
Convenience of operation
Automated
assignment of
QA calls
Customer types/
tendencies analysis
Automation of
counselling summary
Utilization of
marketing agreement
Monitoring of
incomplete sales
inspections
Evaluation flow and
automated evaluation indices
Voice waveform
(power + pitch)
A quantified index that analyzed the irregularities of the voice waveforms
Frequency of silent syllables
(length with no utterances)
A quantified index that analyzed the instances of silent syllables during counselling
Length of call
A quantified index that analyzed the exceeding rate of the counselling
Talker share (from the vantage point of the counsellor)
A quantified index that analyzed the conversation share of the talker
Talker’s speech overlaps
A quantified index that analyzed the overlapped cases and frequencies
Affirmative, negative, standard scripts
Affirmative/negative, required scripts were quantified to make the index
01
Evaluation planner
QA monitoring eval. plans
QA monitoring eval. sampling
QA monitoring eval. confirmation
02
Evaluator
Carry out evaluation with the target
Formal objection
Confirm evaluation
03
Approval of
QA evaluation results
Main Features
Monitoring of intelligent QA evaluation
Assist with quick and accurate QA evaluation by providing results of product evaluation of automated counselling
Intelligent QA target sampling
Providing of sampling function of target call standards—Best/Worst/Random/Average
Applying tailored QA evaluation quality indices
Providing the tailored QA evaluation items according to the QA evaluation indices of the client company service
Individual QA result reporting
Providing coaching service where the QA results according to the counsellors are assisted and managed in automatic reporting
