| I&T Solution |
Call Center STT AI Analytics System
(REF: S-1135) |
| Trial Project |
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| Solution Feature |
- convert voice in English, Mandarin and Cantonese into Texts
- taking volume, frequency and speed of voice into account as parameters for AI models to determine the sentiment of the customers
- sentiment analytics from converted texts as well as volume, frequency and speed of voice to classify as complaints or compliment
- data analytics on keywords, summaries and frequently mentioned wordings from complaints or compliments
- data visualization and recording on mentioned good staff or bad staff from customer service hotline
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| Trial Application and Expected Outcome |
- linking the customer service hotline to the call center AI analytics system
- staff from customer service can access the Analytics System which they can see all visualized analytics there
- number of complaints and compliments can easily visualized and seen everyday
- the reasons of complaints or what people usually make compliments on can be easily discovered by all keywords extracted from the voice in hotline
- satisfaction degree of clients can be found out
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| Additional Solution Information |
STT.pdf
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| Info on I&T Solution Provider |
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