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Call center automation: Text recognition with NLP for user journeys

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Call center automation: Text recognition with NLP for user journeys

#Smart operations

Time and cost management is one of the biggest challenges for call centers. Integrating Artificial Intelligence in the Call Center is the best ally in defeating wasted time. It can optimize user experience by reducing time but also by posting actions following a call.

 

Increasing efficiency

#Smart operations

Several analysis were carried out for our clients to prove that the reasons for calling and answers are normally similar. Combining automatic intent detections and the knowledge of the user allows to reduce the classic call center process from the demand to the response.

Optimizing the user experience

#Smart operations

Call center automation allows to anticipate and understand the problem in order to answer automatically or redirect to the right service. It also makes it possible to synthesize the key points of the request and it  enables the retrieval of text data for parallel analysis (churn detection, customer satisfaction …) Furthermore, action plans can be automated as a result of the request.

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