Post Call Analysis
Improve Customer Experience
The client has live agents attending calls to address customer queries related to insurance services and products. They follow a script to welcome customers and introduce any new product/request. The client wanted to perform post-call analytics to analyze customers’ sentiment and few metrics to analyze the customer experience. Therefore, they built a solution to transcribe the audio and perform sentiment analysis based on voice. However, there is a requirement to improve this solution as it is unable to perform well with mono format due to the presence of multiple languages in single audio and Indian English.
Quantiphi has proposed the following solution to help the customer with:
Transcribe: Natural Language Processing-based solution using Amazon Transcribe which will be able to translate the call audio to text and segregate as per the speakers with the help of custom vocabulary.
Custom Model for Sentiment Analysis: The output from the above along with the audio will be used to determine the sentiment of the conversation by using a hybrid model i.e., using both text-based and acoustic-based approach.
Dashboards: Develop dashboards in QuickSight on a predefined framework of fixed data / schema provided by customer. This will help to better understand the insights and perform call center analytics.