Communications of the ACM
Big Data Mining for Better Contact Center Performance
Credit: Singapore Stuff
A European Union-funded project is using big-data mining software to improve customer experiences at contact centers.
The BIg Speech data analytics for cONtact centers (BISON) project has "used the complete portfolio of speech technologies, including both speech analytics technologies (speech transcription and keyword spotting) and voice biometrics in multiple European languages," says BISON's Marek Klimes. "This enabled our teams to cover diverse use cases in contact centers." Klimes also says the BISON solution can be applied in various ways, noting "you can unveil blind spots in contact centers that result in higher costs. To be more specific, we can tell you if contact center agents speak too fast, interrupt customers, or are having overly long monologues or even what the most common topic brought up during calls is."
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