CLARA
Financiado
The first superbot to audit calls
Airlines, banks, electrical utilities, cable companies, wireless service providers and high-tech retailers rely on call centers to manage and response the massive amount of customer queries. However, there is a lack of detailed au...
Airlines, banks, electrical utilities, cable companies, wireless service providers and high-tech retailers rely on call centers to manage and response the massive amount of customer queries. However, there is a lack of detailed auditing from the brands to the contact centers to ensure the best customer engagement or it is only based on the manual and aleatory control of the calls.
In every Call Center it is necessary to monitor calls to verify that voice interactions with clients or leads conform to the guidelines and policies of quality established by the company. While calls are abundant in useful data, it’s impossible to manually evaluate and analyze each one given their staggering volume. In fact, only about 1% of customer call data is assessed in random quality evaluation processes. Since quality monitoring is done manually by listening to random calls and since it’s impossible to review all the calls, only a small percentage of the recorded calls is being evaluated and much important data is lost.
CLARA, is a Superbot capable of analyzing and interpret spontaneous conversations in real life conditions. CLARA is a proprietary technology of PREDICTIVA based on Deep Learning, a set of machine learning algorithms with multiple layers of nonlinear processing and learning representations of characteristics in each layer.
CLARA Super Bot Speech Analytics offers a better way to leverage customer call data. The tool transcribes all recorded calls in their entirety, then analyzes the interactions using advanced speech detection technology. Through datamining these transcriptions, it allows to discover actionable insights for improving brand - and won’t ever worry about missing a detail again.
CLARA offers a variety of must-have features to improve customer service experience. The Speech-to-Text feature automatically converts full audio recordings into text to easily identify root causes in customer interactions.
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Duración del proyecto: 24 meses
Fecha Inicio: 2019-09-20
Fecha Fin: 2021-09-30
Fecha Fin: 2021-09-30
Línea de financiación: concedida
El organismo H2020 notifico la concesión del proyecto el día 2021-09-30
Línea de financiación objetivo
El proyecto se financió a través de la siguiente ayuda:
EIC-SMEInst-2018-2020:
SME instrument
Cerrada
hace 6 años
Presupuesto
El presupuesto total del proyecto asciende a
2M€
Líder del proyecto
SISTEMAS DE INTELIGENCIA DE NEGOCIO
Actividad principal: 6201 (actividades de programación informática). a) prestación de servicios de auditoría e interpretación de conversacio...
Perfil tecnológico
TRL
4-5
1M
Perfil tecnológico
TRL
4-5
1M