Project description
New customer experience with CLARA superbot
Countless institutions and companies – from airlines to banks and wireless service providers – need to manage, monitor and process customer requests daily. They rely on call centres to manage this process, which is very time consuming and expensive. The Superbot is a conversation platform powered by Google algorithms and based on machine learning and artificial intelligence. Backed by high-data analytics, research, and self-learning, it can also manage virtually unlimited visitors. The EU-funded CLARA project aims to support the development of the CLARA Superbot platform, a proprietary technology of PREDICTIVA. It will use the speech-to-text feature to convert full audio recordings into text and analyse it automatically without losing detail. It’ll dramatically change the customer service experience.
Objective
Airlines, banks, electrical utilities, cable companies, wireless service providers and high-tech retailers rely on call centers to manage and response the massive amount of customer queries. However, there is a lack of detailed auditing from the brands to the contact centers to ensure the best customer engagement or it is only based on the manual and aleatory control of the calls.
In every Call Center it is necessary to monitor calls to verify that voice interactions with clients or leads conform to the guidelines and policies of quality established by the company. While calls are abundant in useful data, it’s impossible to manually evaluate and analyze each one given their staggering volume. In fact, only about 1% of customer call data is assessed in random quality evaluation processes. Since quality monitoring is done manually by listening to random calls and since it’s impossible to review all the calls, only a small percentage of the recorded calls is being evaluated and much important data is lost.
CLARA, is a Superbot capable of analyzing and interpret spontaneous conversations in real life conditions. CLARA is a proprietary technology of PREDICTIVA based on Deep Learning, a set of machine learning algorithms with multiple layers of nonlinear processing and learning representations of characteristics in each layer.
CLARA Super Bot Speech Analytics offers a better way to leverage customer call data. The tool transcribes all recorded calls in their entirety, then analyzes the interactions using advanced speech detection technology. Through datamining these transcriptions, it allows to discover actionable insights for improving brand - and won’t ever worry about missing a detail again.
CLARA offers a variety of must-have features to improve customer service experience. The Speech-to-Text feature automatically converts full audio recordings into text to easily identify root causes in customer interactions.
Fields of science
Programme(s)
Funding Scheme
SME-2 - SME instrument phase 2Coordinator
29602 MARBELLA
Spain
The organization defined itself as SME (small and medium-sized enterprise) at the time the Grant Agreement was signed.