The speech analytics service created by MTS AI will process over 300,000 inquiries daily regarding telecom services, subscriptions to the KION online cinema, MTS Bank products, and many others. WordPulse has been integrated to analyze communications across all channels – calls, chats, as well as feedback in messengers and social networks.
The service evaluates the topic of conversation and its tone. The neural network determines at which point the customer’s mood changed for better or worse. Tone analysis also allows for in-depth communication analytics thanks to the ABSA module. This functionality can highlight aspects from statements; for instance, when customers praise fast delivery but are dissatisfied with careless packaging, the service can build statistics on each fact separately.
Based on the analysis, the system helps create a report on each employee’s performance. Using this data, customer service center managers can, for example, provide additional training materials to employees who are experiencing difficulties or take other measures to increase customer satisfaction. The AI system also allows for quickly understanding the requests users most frequently make and points out areas for improvement.
“The application of machine learning technologies for communication analysis significantly eases the work of analysts. There’s no longer a need to spend a lot of time on routine data search and collection, as AI takes over this part of the work. This allows focusing on more important tasks – identifying problems and finding solutions,” commented Andrey Kalinin, CEO of MTS AI.
“The deep analysis we get through WordPulse’s modern ML models helps us understand customers’ true attitudes towards the ecosystem’s products and services and respond to changes in their needs. Smart algorithms analyze dialogues, instantly highlighting growth areas,” commented Georgy Dumikyan, Director of Customer Service Department at MTS.
Thanks to the thematization module, it has already been possible to increase the accuracy of contact center inquiries to 85% and thus speed up the processing of customer requests. As part of system refinement, MTS plans to use AI analytics in real-time so that in complex situations, the system can analyze employee actions and promptly offer options to increase customer satisfaction.
