Success stories – Big Data & Analytics: Aguas Chañar – Analyzing Call Center Calls with Machine Learning

Big Data & Analytics

Analyzing Call Center Calls with Machine Learning

Success Story: Big Data & Analytics

About Aguas Chañar

Aguas Chañar delivers sanitary services, contributing to improve the life quality of the clients, continually improving the processes, with the participation of the collaborators and under compliance of the Integrated Management System for Quality, Environment, and Safety and Occupational Health.

Voice of the Customer

For the first line management at Aguas Chañar it has been the best and most efficient model to deliver solutions to our clients, at the most convenient costs.

The attitude and quality of the staff from Morris & Opazo has allowed us to execute projects with high quality for the final product, development standards focused on the processes and problems of our organization. Custom solutions have been an answer to the processes where commercial solutions have not.

Fernando Javier Valdés Álvarez, Corporate Systems Submanager.

The problem

An approach to improve the customer communication channel is introducing artificial intelligence to enhance the analysis of phone calls and allow this information available for future consumers.

Proposed solution

Implementation of a Big Data workflow for the collection, storage, processing and consumption/visualization of data that allows, with the introduction of artificial intelligence, analyze phone calls to determine sentiment, identify entities and save this information to be used by future consumers.

The benefits

Automatic voice-to-text

Automated transcription and analysis of audio from phone calls to the company’s call center.

Text analysis

Tap the valuable data and metadata from the results of the analysis, and provide the business with a great source of information for making decisions.

Outcome(s)

Powerful platform to store and analyze the data that can be obtained from phone calls, and feed the organization with highly valuable information that will empower the business to make the right call.

Would you like to get the most and best information out of you call center calls?

EN / Big Data
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