In April 2022 SentiSquare organized a conference in WorkLounge dedicated to innovation and analysis using artificial intelligence for call centers.
The event brought together many industry experts from contact centers, call centers, and customer service departments from banks, insurance agencies, energy providers, retail companies, and more.
The speakers were Tomáš Brychcín from SentiSquare, Michal Pleyer from Atos, and Tomáš Roubíček from IXPERTA.
For SentiSquare, we presented the topic “Contextual call center analytics”. Tomáš Brychcín, CEO of SentiSquare, explained how we perform contextual analytics for call centers. Let’s take a brief look at what the attendees learned from SentiSquare’s presentation at the conference:
The main ingredient of SentiSquare technology is called Distribution Semantics.
The main idea is that “Meaning comes from context”. As a result, one is able to discern the meaning of an unknown word.
Distributive Semantics acknowledges the ideas of English linguist J. R. Firth, which he made as early as the 1950s when uttering the now-famous quote:
“A word is characterized by the society in which it occurs.” - (J. R. Firth, 1957).
Just as the human brain works, so do the SentiSquare algorithms. They learn meanings from context. And how does Distributional Semantics help us in analyzing calls?
We face many problems in call analysis:
Call analysis can’t be made without context. Thanks to distributional semantics, SentiSquare technology can tackle these problems while also providing the following benefits:
With these capabilities, SentiSquare technology can analyze calls by knowing the true meaning of the call from its context.
Having explained the principle behind SentiSquare technology and how its approach overcomes the challenges of call analysis, we also answered the following question:
According to our experience, we’ve put together the top reasons that drive our existing clients to call center analytics:
And finally, perhaps most importantly:
Before starting the “Contextual Analytics for the Call Center” project, we ask our clients the following question: “Do you want to focus your analytics on your customers or your operators? Or both?”
And what is the difference between these two approaches?
The software automatically detects everything. Your people no longer have to conduct interrogations. Instead of having a percentage of calls, you have an overview of everything that’s going on at the call center.
Finally, we’d like to thank our partners IXPERTA and Atos for co-organizing this conference. We hope everyone enjoyed the event, and we’ll see you at the next one!