Inspiration
At present, Quality check of the calls at Contact Centers are being done manually. Due to the enormity, all the calls cannot be assessed for the quality and random samples are picked and analyzed. Availability of a solution which could automatically give insights into customer sentiments of every call and which could be tailor-made for any domain would be great.
What it does
The solution analyses the Customer Center conversations, interprets the tone of the conversation, determines the Customer Satisfaction level of that conversation and provides quality estimate of the calls. Also, the solution could be trained to suit any domain.
How we built it
By analyzing Customer Service Calls using Natural Language Processing. From the analysis, Emotions and Social Engagement of the call would be determined. A dashboard would be provided where quality of the calls, satisfaction levels of Customer and performance evaluation of the Agent could be tracked in real time
What's next for Sentiment Analyzer for Customer Service Calls
Suggesting the Sentiment of Customers on-the-fly(during the call) to the Agent so that quality of the call could be improved instantly.
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