Government institution
service
Analysis of offline communication - employee conversations with clients directly in service offices using sound recording equipment. With the help of specialized sound recording equipment - a bidirectional digital microphone installed at service counters/desks to record the dialogue between the citizen and the operator.
State budgetary institution providing services in service offices
Sound recording equipment, sound processing technologies
Service quality control. Identifying problematic situations
∙100%
Volume of monitored communications
∙87%
Accuracy in identifying situations critical to the organization during conversations
∙85%
Accuracy in determining the process an employee should follow during service
∙86%
Accuracy in identifying the topics of applicants' requests
Speech analytics has helped us improve the quality of citizen services. Thanks to this solution, employees have become more confident in communicating with visitors, waiting times have been reduced, and the number of complaints has decreased. Speech analytics has become a powerful tool for optimizing operations and enhancing the quality of services provided. We recommend that other organizations working with a large number of clients consider implementing this solution to improve their operational efficiency and enhance visitor service.
Director of GBU NO
DEERAY's proprietary developments in audio wave analysis have enabled:
Separating target speakers from 'secondary conversations' and ambient noise
Identifying the operator's audio track separately from the client's audio track
Compensating for errors due to the distance between the audio receiver and target speakers
Thematization of inquiries: identifying citizen requests without additional directories, in accordance with the client's classifier
Tracking multi-branch scenarios and scripts, including both acoustic and semantic triggers
Analytics built without additional system training on specific cases or dictionary compilation
Ability to create personalized analytics tailored to the client's tasks
Customer care:
Increased citizen loyalty and satisfaction during office interactions
Identification of complex conversations (difficult life situations, etc.)
Detection of situations involving violations of applicant or employee rights
Employee care:
Assessment of employee skills in communicating with various social groups for successful interactions
Identification and analysis of factors leading to emotional burnout
Detection of conflict situations and their causes
Company care:
Minimization of staff turnover
Reduced service time with increased satisfaction
Medicine
26%
Conversion increase
Services
х2
Sales conversion from first meeting
Construction
23%
Call to meeting conversion
Ask your question by writing to us at help@deeray.com or by filling out the form on the website. We will be happy to contact you and answer all your questions!
