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Speech Analytics for Improving Customer Interaction
This tool analyzes large volumes of customer dialogues with bank contact center employees, identifies violations, and finds best practices for sales and customer service.
Contacts: Speech Technology Center (STC)
VTB Bank previously controlled the quality of customer service in its contact center manually, with the quality control team listening to and evaluating less than 2% of all interactions. This method did not provide a complete picture of the effectiveness of each employee or individual departments. In 2014, the decision was made to implement modern technologies: speech analytics and automatic quality assessment.
Results:
Results:
- Increased sales of banking products and services on incoming and outgoing calls by 30% and 5%, respectively
- Improved effectiveness of remote debt collection by 2%
Cases and effects:
Speech Technology Center (STC) – The company offers products and solutions based on conversational AI, machine learning, and computer vision in the field of speech technologies, facial and voice biometrics. Major clients include businesses and government institutions in Russia.
