Call Analytics Using GenAI
Sigma Services developed an advanced call analytics solution leveraging Generative AI to extract valuable insights from customer calls. This tool identifies key discussion topics, generates call summaries, evaluates customer sentiment, and determines resolution outcomes. Additionally, it provides detailed analysis of call volumes to uncover patterns and optimize call center operations.
Problem
Service centers faced challenges with an overwhelming number of calls, many of which went unanswered. Understanding call volumes, customer sentiment, discussion topics, and satisfaction levels was critical to addressing the issue. The company needed insights to determine whether additional staff was required or if certain conversations could be automated to improve efficiency and customer experience.
Solution
Sigma Services’ call analytics solution combines statistical analysis for call volume patterns and OpenAI’s large language models (LLMs) for text analytics.
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Statistical Insights: The statistical component analyzes call volume data to reveal:
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Peak times for incoming calls
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Time to answer and time before abandonment
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Hourly call volume and resolution rates
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Abandonment rates
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Generative AI Insights: The Generative AI component processes answered calls to extract key information, including:
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Main topics discussed
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Sentiment analysis
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Customer satisfaction levels
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Problem resolution outcomes
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Call summaries
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Actionable item lists
Impact
The call analytics solution empowers the company with actionable insights to enhance customer service operations:
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Operational Optimization: Identifies peak call times and bottlenecks, enabling informed decisions on staffing and workflow adjustments.
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Automation Opportunities: Highlights call types suitable for automation, reducing unanswered calls and improving efficiency.
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Improved Customer Experience: Ensures timely resolution of customer issues, boosting satisfaction and loyalty.
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Enhanced Staff Efficiency: Provides service staff with AI-generated summaries and actionable items, allowing them to prioritize tasks effectively.
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Scalability: Enables the call center to handle higher volumes without proportionally increasing staff, making operations more scalable.
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By combining statistical analysis and Generative AI, Sigma Services delivered a transformative solution that laid the groundwork for a more efficient, responsive, and customer-centric call center.