The Airplane group started system implementation of intellectual speech analytics

2020: Implementation of speech analytics

On December 21, 2020 it became known that the Airplane group started implementation in contact center of sales department of a system of intellectual speech analytics for service quality control. The implemented solution – development of Group of CST (enters Sber's ecosystem).

The speech analytics of group of CST considers a big range of characteristics of dialog using which it is possible to estimate quickly quality of answers, to establish the reasons of long service and level of knowledge of personnel. The speech analytics allows to work in mode 24x7, to pass from selection checks (1-3%) to assessment of 100% of dialogs, to hear a voice of each client. In a basis — own product of group of CST Smart Logger — an omnichannel quality management system of service and the analysis of customer interaction. Managers of contact center of the Airplane group process more than 10 thousand calls by purchase of the real estate monthly. For quality control all dialogs register and are automatically transferred to the text in the client operator format with per second timing. These data also become a subject of the analysis.

The command of CST carried out integration with internal information systems of the Airplane group. It allows to consider more than the parameters for analytics: it is possible to compare conversion of sales of operators beginners to experienced operators, to estimate efficiency of the specific platform, to analyze dialogs with low point of tNPS (Transactional Net Promoter Score, the index of a customer loyalty), to adopt best-practices of working off of a negative or failures of clients, to monitor dynamics of their application.

High-quality remote service any more not a trend, but standard. The share of the operations performed remotely increases, at the same time from business requirements to profitability, and from client side — to service quality grow. In the project implemented for the Airplane group we aim to meet in a complex these requirements, delegating routine transactions to artificial intelligence, allowing management to focus on increase in standards of service and a customer loyalty, conversion of sales. It is sure that the successful case will set an impulse of transformation not only the industry of development, construction, real estate administration, but also to some other spheres of business.

Remote channels gain popularity. We looked for the solution which will allow to analyze quality of work of sales managers of contact center — to analyze execution of standards and scripts, speech modules, the presentations of special offers. The speech analytics of group of CST showed the maximum depth of the analysis: more than 40 parameters and also the best values of speech recognition of the client, including when the speech in noise is also not always legible. Besides, a system allows to transcribe all dialog with the client, and not just a key word in a text format. Use of the solution is many-sided. First of all, this creation of ratings among managers, finding of zones of growth and a possibility of adjustment through training and coaching. Waugh-second — obtaining full information on customer satisfaction, formation of relevant offers. Among tasks of the current project there is an increase in the service level, increase in conversion of call center "call/meeting" for 15-20% in a year, sales increase. In the long term implementation of voice biometrics — recognition of emotions of the client and selection of the manager on a psychoemotional profile.

Implementation of speech analytics became cooperation increase of CST and the Airplane group. A year ago the pilot project — implementation of an intelligent system of management for increase in efficiency and quality of sales was started. In only three months after start a system showed the first results: duration from primary meeting before agreement signature decreased by 14%, and the number of sales-actions on one manager increased by 21%.