Natural Language Processing Measured Sentiment Analysis | Python

Business Impact

One of the difficult tasks for any call center representative or firm is to identify the intent of their customer’s calling.
Most of the time, Call center representatives are unable to gauge the mood of the customer calling in and end up serving/responding to them in the wrong way. This leads to an increase in negative feedback from customers about the services and products.
Most firms are facing difficulty in identifying customers’ moods and providing solutions accordingly – hence the dip in their brand value.
With AI, call centers or any customer support/services firm can now overcome this key setback of being unable to gauge the customer’s sentiment.
We have developed a model that can understand the mood of the customer and provide appropriate services for the customers.
This AI model uses a Speech-to-Text model and analyzes a huge volume of calls and segregates call feedback based on the analyses.
These vast collections of audio offer unique opportunities for improving customer service. Identifying and grouping customers based on their interests and interactions is an integral part of this analysis.

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Technology

Digital Driver

Conversion of call audio to text format (Speech to text conversion).

Pre-processing of Audio text data.

Feature selection for selecting the most important features from call.

Building a classification model to predict whether the customer in the call is further serviceable or not.

Trusted and Proven Engagement Model

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The solution discovery phase is all about knowing your target audience, writing down requirements, and creating a full scope for the project.
This helps clarify the goals, and limitations, and deliver quality products & services.

Our engagement model defines the project size, project development plan, duration, concept, POC etc.
Based on these scenarios, clients may agree to a particular engagement model (Fixed Bid, T&M, Dedicated Team).

The SOW document shall list details on project requirements, project management tools, tech stacks, deliverables, milestones, timelines, team size, hourly/monthly rate cards, billable hours and invoice details.

On signing the SOW, an official project kick-off meeting shall be initiated.
Our implementation approach, ecosystem, tools, solutions modelling, sprint plan, etc. shall be discussed during this meeting.

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