Customer relations centres handle several million calls a year and the telephone remains the primary means of contacting a company (Customer service in the age of AI). These calls are recorded with the main objective of improving the customer experience and the performance of these centers by analyzing all the interactions between agents and customers.

In order to be able to analyze them, the teams at Axys Consultants’ IA Lab have developed a solution for automatic speech recognition and written transcription in near real time using NLP: Smart Customer Care Insight: a set of functionalities accessible in SaaS/cloud or On-Premise mode.

The particularity of Smart Customer Care Insight is to take the opposite approach to GAFAM and their generalist solution. The technology developed by Axys Consultants’ IA Lab adapts to the customer’s particularities, environment, acoustic conditions, profession and jargon in order to considerably reduce the WER (Word Error Rate indicates the rate of incorrectly recognised words compared to a reference text).

Smart Customer Care Insight also analyzes feelings throughout the conversation to provide reliable results.

“After learning the customer’s language and business, Smart Customer Care Insight focuses on accuracy in extracting information to improve the customer experience and on ease of interfacing with the customer’s application environment. Its implementation is relatively flexible and fast whether in Cloud or On-Premise mode. “says Jean-Luc Marini, Director of the Axys Consultants IA Laboratory.

Jean-Luc Marini, Director of the Lab IA Axys-Consultants and Maxence Azzouz-Thuderoz, data scientist, will present Smart Customer Care insight at the IA Paris/ Big Data Paris show, of which ActuIA is a partner, on September 14 and 15.

Workshop on Monday 14 September from 11am to 11.30am – Stand D9

Translated from IA et Expérience client : Axys Consultants présente son offre Smart Customer Care Insight