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

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

Potential Vendors

Nuance,Twilio