Digital Copilot to Assist Call Center Operations

Introduction

‍In today’s fast-paced world, making sure every call in a call center goes right is a big challenge. At TuringAnalytics, we've developed a smart digital assistant that helps call centers make sure every call is clear and correct.

The Problem

‍Our client, a major company that manages security for vehicle fleets in Mexico, was struggling to make sure the important details in calls were correct. They needed a way to quickly check if things like names, routes, and codes mentioned in calls were accurate.

Our Smart Solution

‍We created an AI-powered tool that works like a copilot for calls. It listens in on calls as they happen, checks the details being mentioned, and makes sure they match what’s in the company's records. If something doesn’t match, it quickly lets the person handling the call know so they can fix it right away.

Tools We Used

• GitHub: We used this to keep our code safe and up-to-date.
• Amazon Lambda: This tool helped us manage the data quickly and efficiently.
• Python: We wrote our program in Python because it’s great for handling data.
• Flask: This helped us make a user-friendly interface so monitors could see the information easily during calls.

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Results

‍Our digital copilot made a big difference:

• 97% improvement in protocol fluffiness.
• It got better at making sure information was right.
• It helped call center workers follow the right steps without making mistakes.
• Overall, it made the whole process smoother and faster.

Conclusion

‍This project proves that smart technology can make a real difference in day-to-day operations. Our digital copilot is like a helpful friend for call center workers, making their jobs easier and ensuring that every call meets high standards.

Want to Know More?

‍Are you curious about how a digital assistant can help your business? Get in touch with us at TuringAnalytics for a demo and see what smart technology can do for you.

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