Pony Express has introduced a domestic voice analytics system from VS Robotics

2020: Speech Analytics Implementation

On December 8, 2020 the ABK company reported that VS Robotics introduced speech analytics for quality control of customer service in contact tsentrePONY EXPRESS. The automated solution will provide qualitatively different capabilities for searching and analyzing call records with 100% coverage of the entire background, eliminating the need for their selective listening. In addition, the tool will allow you to quickly and accurately find growth points in the dialogues of operators with subscribers, improve the quality of communication and customer satisfaction without significant time costs.

According to Marina Kosyakina, head of the PONY EXPRESS client service department, calls to the contact center account for about 60% of the total volume of calls.

The introduction of the voice analytics system will allow you to study all dialogues of customers and operators, in an automated mode evaluate such parameters as the duration of the dialogue, the number of pauses in the conversation, the percentage of the client's speech to the operator. Based on these data, we will more effectively identify "growth points," analyze cases and develop a training system in the company, "says Marina Kosyakina.

{{quote 'PONY EXPRESS is known in the market for its high quality customer service and the introduction of speech analytics is a strategically important step that will help strengthen the key competitive advantage of the company. VS Robotics carries out its own development and therefore we are able to meet the most technically difficult customer requirements. For example, we refused to integrate with PONY EXPRESS telephony, saving a significant part of the budget and time for the implementation of the solution, "said Dmitry Teplitsky, head of VS Robotics. }}

The system is based on several technologies, such as speech recognition, diarisation, defining the role of the speaker, determining the topics of incoming appeals, and others. Speech To Text technology allows you to transcribe the voice of the operator and subscriber and work with incoming calls without delay, which is comparable to online mode. The diarisation service solved issues related to the peculiarities of the telephony used, dividing the incoming audio stream into several segments in accordance with the affiliation to each speaker. After recognition of speech and diarisation, it is important to understand which of the speakers is the operator and who is the subscriber. For this, the technology for determining the role of the speaker was used. And the service of compound requests (and, or, not, precedence) allows not only to identify the inconsistency of the operator's dialogue with the script, but also hidden patterns in communications with subscribers, the use of which significantly increases conversion to the transaction.

The project with PONY EXPRESS turned out to be quite ambitious for us both in terms of functional preparation and in terms of timing. One of the factors that significantly affected the speed of the project is a short release policy based on Agile principles and approaches. Taking into account the customization for the client and thanks to the coordinated work of our teams, the technical phase of the project was implemented in a short time - within a month from the moment of the first negotiations and until the final release of the solution. We also managed to significantly reduce the setup time and automatic deployment of software in the client infrastructure - now this process can be reduced to only 2 hours, "says Dmitry Teplitsky.

The project team found architectural solutions that made it possible to significantly simplify the requirements for the client infrastructure. Voice analytics from VS Robotics do not require large amounts of server capacity.