Reduced Response Time
Enhanced Customer Experience
Enhanced Operational Efficiency
Generated Insights on Customer Sentiments
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.
Natural Language Processing
Named Entity Recognition
Custom keyword extraction logic
Speech-to-text
Topic Modelling
Data pre-processing
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.
