We are investing in important partnerships to intensify the use of digital tools and artificial intelligence. “This project is part of the structural stage of our plan for innovation and digital transformation. ![]() This volume is 350% greater than the company was able to analyze prior to Microsoft's adoption of Artificial Intelligence. In the initial phase of the project, Atento analyzed an average of 10 million voice calls per month, the equivalent of 50 million minutes per month or a phone call lasting 95 years. This analysis will allow Atento to know in depth the profile of each consumer, including forecasting future behavior. Speech Analytics, as this feature is called, allows you to analyze aspects such as the reason for the contact (interpretation of intention), analysis of customer sentiment (mood), among other various elements. In practice, the solution is based on Microsoft's cognitive cloud services, Azure, and uses an advanced voice transcription feature, which allows you to understand the content of the conversation and, from it, obtain data that enable business insights. ![]() The pioneering project in the country seeks to increase the levels of understanding of the consumer's profile and behavior so that it is possible to design more assertive relationship strategies. Atento, one of the leading customer relationship management companies and specialist in business processes (CRM/BPO) in Latin America and one of the three largest providers in the world, has entered into a partnership with Microsoft Brazil for the use of Artificial Intelligence in the analysis of phone calls.
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