Contact Center Modernization using AI/ML
InsuranceBusiness Impacts
Reduced Response Time
Enhanced Customer Experience
Enhanced Operational Efficiency
Generated Insights on Customer Sentiments
Customer Key Facts
- Location : North America
- Industry : Insurance
Problem Context
The client is a Fortune 500 Insurance company that provides supplemental insurance coverage in the workplace across various industries and was seeking to modernize their Contact Center leveraging AI/ML capabilities.
Challenges
- Voluminous historical data migration
- Understanding accents of different callers
- Managing variance in queries and identifying all types of topics and entities
Tools & Methods
Natural Language Processing
Named Entity Recognition
Custom keyword extraction logic
Speech-to-text
Topic Modelling
Data pre-processing
Solution
Quantiphi built an end-to-end solution for real time call analysis. It captures caller information and identifies the pain points of the Contact Center by translating, analyzing and categorizing root causes through an interactive dashboard for viewing the valuable insights. The solution also ensured live agent connection for real-time guidance and IVR/Chatbot for query resolution.
Results
- Dashboarding for valuable insights
- Reduced manual effort
