Call Center Intelligence
InsuranceBusiness Impacts
Reduced Response Time
Increased Operational Efficiency
Customer Key Facts
- Country : North America
- Industry : Insurance
Problem Context
The client is an insurance company where agents create conversation summaries and identify intent categories after every customer interaction. This made the process time consuming and reduced operational efficiency. The client sought to develop a solution to automate call categorization and reduce agent case interaction time.
Challenges
- Ensuring Data Consistency
- Reducing latency during real time transcription
- Handling background noise and overlapping voices
Technologies
Chime Voice Connector
Kinesis Video Stream
SQS
Amazon S3
Fargate
DynamoDB
Sagemaker
API Gateway
Solution
Quantiphi developed a solution which leveraged its NLP capabilities to provide automatic chat and call categorization and summarization in near real-time to reduce agent case interaction time and provide increased consistency. These conversations also helped to derive sentiments.
Results
- Effective handling of day to day customer interaction by automating post chat/call work
- Insights from previously recorded chats and calls.
