MTS has implemented MTS AI’s WordPulse speech analytics across all ecosystem services to increase customer satisfaction. Every day, neural networks will check more than 300 thousand phone calls and chats, as well as study comments in instant messengers and social networks.
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WordPulse MTS AI evaluates the topic of the conversation and its tone. The neural network determines at what point the customer’s mood changed for the better or for the worse. In addition, a deep analysis of the tone of communication using the ABSA module allows you to highlight aspects of statements – for example, in the case when customers praise fast delivery, but are dissatisfied with sloppy packaging, the service can create statistics on each fact separately.
Based on the results of the analysis, the system helps to create a report on the work of each employee. Based on this data, call center managers can send specialists for additional training or take other measures to improve customer satisfaction. The AI system also allows you to quickly understand the queries that users address most frequently and indicate growth points.
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Source: RB
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