Call-Center Virtual Assistant Using Natural Language Processing and Speech Recognition

Abstract

Call center assistance is one of the many domains of activity that could be enabled by Arti icial Intelligence. Enter Customer Recommended Interaction Software (CRIS). The idea of a virtual agent that can offer assistance during a live call or troubleshooting procedure has great potential and can be used to unlock a great extent of advantages. The virtual agent presents a dashboard to the employee, with relevant facts about the conversation presented in real-time. The dashboard contains elements such as call-category, based on detected keywords, and sentiment analysis. We propose a proof of concept that uses state-of-the-art cloud-computing technologies to lay those basic functionalities that we have envisioned as our solution. One of our objectives is to test available NLP and cloud platforms. We follow a case-study approach to the research, in which the prototype is tested in different scenarios, including short and long conversations, and the results are examined and discussed. In more detail, we involve nine speakers, with different accents and speaking styles, in 85 scripts and 3 real-life conversations. Results are promising, with good accuracies for short conversations and limitations due to the lack of domain-speci ic knowledge bases applicable to the call-center work.

Machine Learning Algorithms for Detection and Classifications of Emotions in Contact Center Applications

“…Knowledge of the emotions occurring during a customer-agent conversation is especially important when a chatbot or voicebot plays the role of an agent. Virtual assistants find increasingly frequent use in CC systems, replacing individuals in solving increasingly complex problems [ 83 ]. As indicated earlier, for the effectiveness of a virtual assistant to be high, it must be able to correctly identify the intentions of the customer talking to it.…”

Influence of the Contact Center Systems Development on Key Performance Indicators

“…Typical and interesting Voicebot applications include the use of their functionalities to build a dashboard that will describe the objective of the customer-CC contact in the best possible manner. The information is provided to the agent before the call is established, which has a favorable impact on the service optimization process [59].…”