NeoStats has implemented Call Center AI Solution at multiple clients in the Financial Sector boosting visibility and productivity of call center agents and bringing greater transparency.
“Thanks for all the Great Work in pulling this together and the initial output and analytics (sharing with the wider team also for their information). This is a fantastic start and shows the potential of leveraging Generative AI Analytics for the Contact Centre”
Edem Gbesemete
Director | Contact Center Operations, Letshego Holdings
Delta Lake
One stop solution for data analytics
Analytics
Delivering use cases pointing to Cloud and enabling data driven decision
External Data
seamless data exchange from external partners
Situation
An Insurance Major in Ghana and a microfinance firm in Botswana – both faced similar challenges in their call center operations – Lack of transparency and Senior Management being unaware of the reasons for customer calls and complaints.
Challenges
- Low Visibility - Firm unaware of Complaints & CX
- Low QA Coverage - A sample of 2-5% calls go through QA
- Slow Response – Long time to identify issues and rectify them
- Loss of Productivity – Agents spend considerable time documentation, reporting
Solution
We use AI tools for analyzing data and insights after a phone call has taken place. It involves collecting,
evaluating, and interpreting various metrics and information related to the call’s content, quality, and outcomes, to inform the business.
Solution Components
- Azure SpeechAI – Speech to Text, Diarization
- Azure DocumentAI – post processing , PII masking
- OpenAI GPT-4 - information extraction
- PowerBI - consumption of insights
