Episode 4: Swati Sharma | Optimizing call center activities using AI
There are some problems that just cannot be solved without the help of AI.
Like the one that we are discussing in this episode: Call Centers Monitoring and Optimization.
The problem is simple:
How do you know if your Customer Assistance call center is solving the problems of your customers?
And if it isn’t, how do you know what to improve?
Answering those simple questions in a traditional fashion would require some people from your company to listen to hundreds of thousands of hours of conversation. It’s just crazy, for anybody.
But there is a better solution.
Today, together with Swati Sharma, lead data scientist at Brillio, we’ll discuss how their AI solution, named Call Center Actionable Insights, solves this hard problem.
Who is Swati Sharma?
Swati Sharma earned her doctorate degree in electrical engineering and specialized on quantum physics and signal processing. She then pivoted her career to become a data scientist, with a strong analytical foundation. With over 15 years experience under her belt, she now leads Brillio’s data science team, engages with their stakeholders regarding their customized ML/NLP solutions, and teaches comprehensive post-graduate machine learning courses on the weekends.
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We talk about speech to text, events modeling, root cause analysis insights and more. We will also go through some of the critical issues that need to be addressed for a successful deployment of a AI enabled Customer Assistance monitoring and optimization solution.
Listen to this episode and find out how to make your customers happier and your business more profitable thanks to AI.
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Music credits: storyblocks.com
Logo credits: Joshua Coleman, Unsplash
AI and Digital Transformation Podcast - Optimizing call center activities using AI with Swati Sharma
