Call Center Intelligence Solution

Service for transcribed text summarization and question answering. Agent calls

are automatically recorded, transcribed, summarized and analyzed for actionable

insights (e.g., typification, classification and anomaly detection). This

automated process significantly reduces manual workload and enhances the

accuracy and efficiency of call handling.

Outcome:

• Enhanced

Customer Experience: Real-time insights and sentiment analysis enable quicker

issue resolution and personalized service.

• Increased

Operational Efficiency: Automation of transcription and summaries allows for

continuation of calls and reduces admin tasks, allowing agents to focus on

critical customer issues.

• Data-Driven

Decisions: Captures voice interactions and provides actionable insights through

PowerBI for improved decision-making.

• Multilingual

and Scalable: Optimized for English but can supports 58+ languages with 98%

transcription accuracy, adaptable for businesses of any size.

• Compliance

Assurance: Monitors interactions for adherence to regulatory standards, and

company policies, reducing violations and enhancing compliance adherence.

Key Solution Features:

• Input:

Efficient offline and real-time processing of customer voice and text data.

• Language

Requirement: Delivers precise multilingual transcription via multimodal

Language Models.

• Dashboard:

Interactive dashboard for knowledge visualization.

• Opinion

Mining: Performing aspect-based sentiment analysis in a zero-shot learning

scenario.

• Training:

Out of the box generative AI solution, i.e., no training required.

• Intelligence:

Executes sequence-to-sequence tasks via the Chain-of-Thought (CoT) language

model decoder method.

• Knowledge

Mining: Supports typification, classification and entity extraction.

• Compliance:

Complex reasoning with Language model encoder for tasks like compliance

detection.