Viettel switchboard uses sound processing technology and voice recognition, capable of “reading” emotions and classifying hundreds of incoming calls daily.
“Customer care call monitoring system – Call Monitor” by a group of young people from the “Gen Z” generation of Data Analysis Center – Information Technology Division – Viettel Telecommunications Corporation (Viettel Telecom) develop.
Call Monitor helps identify call emotions, detect emotional problems based on call audio analysis. This feature helps to control daily calls on the switchboard, quickly detect calls from customers who are not satisfied with the quality of service/service, thereby taking timely action to take care and increase the level of care. customer satisfaction.
The Call Monitor system helps identify the emotions of customers calling Viettel switchboards, developed by a team of engineers “Gen Z”. Image: Viettel Telecom
On average, every day Viettel Telecom’s Customer Care Center receives hundreds of thousands of calls. The quality control department can only manually check at random less than 0.4 % of calls per day.
With the above workload, manual monitoring prevents supervisors from recognizing all emotions to have appropriate behavior, limiting complaints arising after the call, not optimizing employee productivity. customer care agent. Viettel Telecom has applied Machine Learning, Deep Learning, emotion recognition based on voice data, call topic classification, automatic customer reflection classification.
Compared to the past, which only controlled < 0.4% of the number of customer calls to the switchboard, Call Monitor helps to automatically control hundreds of thousands of calls per day and at the same time reduces resources for manual classification. , optimizing the performance of customer service staff.
“The system is currently an effective tool for Customer Care activities. After successfully applied at Viettel Telecom, a series of other Viettel units are preparing to deploy Call Monitor”, a representative of Viettel Telecom said.
The application also won the Sao Khue Award 2022 for the field of “New software products and solutions”.
Taking on the task of developing Call Monitor is a group of young people “Gen Z”, born from 1995 to 1999. The leader of the product development team is Nguyen Van Cong Linh (born 1997), joining Viettel Telecom from 2020.
Nguyen Van Cong Linh, Product Development Team Leader, said Call Monitor has effectively supported Viettel Telecom’s customer care activities. Image: Viettel Telecom
According to Cong Linh, at first, although the group tried hard, but due to the complexity of the problem, the results were not as expected. However, the whole team encouraged, encouraged and cheered each other to overcome and got satisfactory results.
As for young engineer Nguyen Ngoc Binh (1998), the innovation culture at Viettel is a strong motivation for the whole project team to go above and beyond to complete the task. Especially, the way young employees are assigned big jobs is not only the leadership that places their trust in the team of young professionals, but also a way to motivate each person to discover their potential.
Mr. Tran Trung Kien, Head of AI Solution Application Department, Viettel Telecom’s Data Analysis Center, shared that Viettel’s management view is to assign clear tasks, those who have difficulties will receive help from the community. team and superiors.
Besides, at Viettel, young staffs always have access to many large and complex projects. “It is an opportunity for young people to learn and access quality projects to develop themselves and their careers,” said Mr. Trung Kien.
Phong Van
at Blogtuan.info – Source: vnexpress.net – Read the original article here
