AI Use Case
Optimise call routing based on customer characteristics potentially including expressed intent
Call routing (i.e. determining wait times) based on caller id history, time of day, call volumes, products owned, churn risk, LTV, etc. Route calls to most capable agent available and ideally leading to fewer agent-handled calls - hopefully leading to increased customer satisfaction and reduced handling costs.
Function
Customer Service
Contact Centre
Benefits
Operational - Customer wait times,Operational - Faster response times ,Revenue - Customer experience
Case Studies
Acer~Acer America improves service by decreasing repeat caller rate by 15% with responses powered by natural language speech recognition.,Marks & Spencer~Marks & Spencer plans to automate all customer call routing with 90% accuracy using machine learning
Potential Vendors
Nuance,Twilio
Industry
Data Sets
Audio,Structured / Semi-structured
AI Technologies
Machine Learning (ML),Product - Customer Service,Product Type - Speech - Recognition,Model Architecture - Deep Neural Networks,ML Task - Prediction - Multi-class Classification,ML Task - Prediction - Binary Classification,ML Task - Prediction - Data Translation/Transformation,Traditional AI,Product Type - Speech - Voice to text,Product Type - Natural Language Processing (NLP),ML Task - Prediction - Regression