Presentation: Jeff Kian
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Get paid - call centre must be an extended channel of business.
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Presentation: Jeff Kian
- 2. Introduction ASR and Automated QA Next Generation Contact Centres Beyond Quality Assurance Q & A
- 3. Jeff Kian Big Data and Advanced Analytics
- 4. Manual Repetitive Tasks AI for QA in Contact Centres Be more efficient Add more value
- 5. Quality Assurance - Business Questions How do I ensure compliance? Increase Process Efficiency? Increase customer service and sales? Reduce Headcount?
- 6. Quality Assurance - Performance Questions Who needs help and in what areas? Is it delivering the right levels of quality? How are individual staff performing? Are they improving over time? How is my Contact Centre performing?
- 7. • Who needs assistance? • In what areas do they need assistance? Performance Questions
- 8. Our Journey ASR software Review Outbound Sales Automated QA Zulu & Afrikaans libraries KALDI Platform Selection 2016 2017 2018 2019 2020 Collections Automated QA Service Desk Automated QA 2021 Conversational Interfaces Sales Chatbot + RPA
- 9. Record Call Transcribe Call Score Call Commercial call recording software Transcription Engine Scoring Model Report Reporting and Analytics Data Mart How does it work ?
- 10. Record Call Commercial call recording software Call Recordings Dual Channel / Stereo Recording Sampling Rate
- 11. Transcription Engine Transcription Engine Multi – Vernacular Calls Diversity of South African Accents
- 12. Needs 65 – 70 % Accuracy Train for Domain Vocabulary and localised accents Multi – Vernacular calls Language Models
- 13. Scoring Engine Emulate Human QA Agent Scoring Engine Natural Language Processing
- 14. STRENGTHS Spotting words and phrases in context2 Understanding workflow3 Fast to implement4 Sentiment & Charged Words5 Subjective Measures1 Soft Skills2 WEAKNESSES NLP has advanced significantly1 Speed, Pace, Amplitude6 Multi-Vernacular calls3
- 15. “…Can I speak to your manager…” “…You not listening to me…” “…I am unhappy…” “…I would like to escalate this…” “…Ask your manager to call me…” “…I will report you…” “…I will sue you…” “…I will contact the ombudsman…” “…you are harassing me…” Sentiment
- 16. Reporting and Analytics Performance Dashboards Time based comparisons Reporting and Analytics
- 17. Reports And analytics Slice and Dice Performance by Campaign, By Agent and by Time Identify Top and Poorly performing Agents Compare Call Centre Quality performance by Time- Drill Down to Month, Week, Day
- 18. Reports And analytics View individual Agent Performance over time Obtain Summary performance by Agent by Section, By Time
- 19. Reports And analytics Drill down into specific calls to see breakdown of average score by section Drill into each call transcription for proactive review and training
- 20. In-House Outsourced Outsourced Manual R 1.50 R 3.50 R 0.2 3 %-5% 3 % - 5% 30% - 40% Indicative Costs Cost / Min Calls QA Automated QA
- 21. Get an Engine that handles South African Accents an has a plan for Vernacular2 Make sure you can train your engine to increase accuracy3 Have a team good at AI - NLP4 60 % QA Cost savings Increase QA samples by 10 - 50 X 5 Setup your recorder for dual channel1 Using ASR for QA - Summary
- 22. Next Generation of Contact Centres
- 23. • Who needs assistance? • In what areas do they need assistance? Performance Questions
- 25. RPA and Virtual assistants to become the norm2 Contact centres in a position to build unique data asset5 Contact centres will decrease in size1 AI + Humans = Better Customer Service 4 People still want to be able to talk to a person if they are not being satisfied 3 Chatbot experience is key
- 27. Machine Learning Techniques Supervised Learning Unsupervised Learning Reinforcement Learning Neural Networks & Deep Learning
- 28. Using AI / ML for Agent Customer Matching for better service2 Recommender engines for cross sell and up sell4 Combine Chatbots with service agents for faster service1 ML to extend contact centre support business 3 Prioritise calls and conversations for better conversion
- 30. I’d love to chat with you Jeff.Kian@eoh.co.za JKian@xds.co.za 083-440-8129
Notes de l'éditeur
- Jeff Kian Head up a team for Big Data and Advanced Analytics Build models for Credit Risk Scoring Marketing Services - Recommender Engines Natural Language Processing Big Data – ML for identifying and human trafficking
- Asterisk JASCO RealConnect Aviva
- https://venturebeat.com/2017/06/17/the-good-the-bad-and-the-ugly-of-chatbots/
- Supervised Learning Human trains algorithm on labeled data to learn a relationship between an input & the output variable Unsupervised Learning Algorithm explores data to discover hidden patterns, groups and outliers Reinforcement learning Algorithm uses trial-and-error identify ideal behavior to maximize performance Neural Networks Group of algorithms structured in a network, to mimic the functions and structure of the brain
- https://venturebeat.com/2017/06/17/the-good-the-bad-and-the-ugly-of-chatbots/