Description du projet
Une nouvelle expérience client grâce au superbot CLARA
Nombreuses sont les institutions et entreprises (compagnies aériennes, banques ou encore fournisseurs de services sans fil) qui doivent gérer, contrôler et traiter quotidiennement les demandes de leurs clients. Elles confient le plus souvent cette tâche, longue et onéreuse, à des centres d’appels. Le Superbot est une plateforme de conversation alimentée par les algorithmes de Google qui repose sur l’apprentissage automatique et l’intelligence artificielle. Supportée par des analyses avancées de données et des capacités de recherche et d’auto-apprentissage, elle peut également gérer un nombre potentiellement illimité de visiteurs. Le projet CLARA, financé par l’UE, vise à soutenir le développement de la plateforme Superbot CLARA, une technologie exclusive de PREDICTIVA. Cette plateforme utilisera la fonction de synthèse vocale («speech-to-text») pour convertir des enregistrements audio complets en texte et les analyser automatiquement sans perte de détails. Elle modifiera radicalement l’expérience du service clientèle.
Objectif
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.
Champ scientifique
Programme(s)
Régime de financement
SME-2 - SME instrument phase 2Coordinateur
29602 MARBELLA
Espagne
L’entreprise s’est définie comme une PME (petite et moyenne entreprise) au moment de la signature de la convention de subvention.