Call Center Intelligence Solution

Crayon's Call Centre Intelligence Solution customizes Azure Cognitive Services for speech recognition (speech-to-text) and Azure OpenAI Service for transcribed text summarization and question answering. Agent calls are automatically recorded, transcribed, summarized and analyzed for actionable insights (e.g., typification, classification and anomaly detection). This automated process significantly reduces manual workload and enhances the accuracy and efficiency of call handling.

Outcome:

• Enhanced Customer Experience: Real-time insights and sentiment analysis enable quicker issue resolution and personalized service.

• Increased Operational Efficiency: Automation of transcription and summaries allows for continuation of calls and reduces admin tasks, allowing agents to focus on critical customer issues.

• Data-Driven Decisions: Captures voice interactions and provides actionable insights through PowerBI for improved decision-making.

• Multilingual and Scalable: Optimized for English but can supports 58+ languages with 98% transcription accuracy, adaptable for businesses of any size.

• Compliance Assurance: Monitors interactions for adherence to regulatory standards, and company policies, reducing violations and enhancing compliance adherence.

Key Solution Features:

• Input: Efficient offline and real-time processing of customer voice and text data.

• Language Requirement: Delivers precise multilingual transcription via multimodal Language Models.

• Dashboard: Interactive dashboard for knowledge visualization.

• Opinion Mining: Performing aspect-based sentiment analysis in a zero-shot learning scenario.

• Training: Out of the box generative AI solution, i.e., no training required.

• Intelligence: Executes sequence-to-sequence tasks via the Chain-of-Thought (CoT) language model decoder method.

• Knowledge Mining: Supports typification, classification and entity extraction.