Tinkoff Speech Analytics Service for Business

Main articles:

• Biometric identification technologies
• Speech technology: from recognition to understanding
• Call Center - Purpose, Types and Tasks

2021: Launch Voice Analytics Service

On April 2, 2021, Tinkoff announced the launch of a voice analytics service that allows businesses to decrypt large volumes of phone calls and optimize call centers.

According to the company, the Tinkoff speech analytics platform operates on the basis of Tinkoff VoiceKit speech recognition and synthesis technologies . Artificial intelligence allows you to automate the assessment of call centers: speech analytics can analyze scripts, find phrases that increase or decrease conversion, identify dissatisfied customers, etc.

The speech analytics platform from Tinkoff promotes:

• monitor the quality of operators and managers,
• identify weaknesses in scripts
• evaluate the effectiveness of scripts and the work of employees,
• understand how promotions and special offers work and increase sales.

The voice analytics platform will be useful to call centers, marketing services, sales departments, telecommunications companies, collection agencies and other companies.

The voice analytics service was originally developed in Tinkoff to control the quality of the work of operators of their own call center. Automation has reduced employee evaluation costs by half.

Platform Capabilities:

• Automatically analyze calls. The service analyzes all conversations of operators with customers online, responds to key phrases and sends notifications to the quality control department. Therefore, company employees do not need to selectively listen to calls - the service eliminates this need.
• Sort calls. Records can be selected by more than 20 filters: for example: by date, name of the operator, by the duration of the conversation, by the duration of pauses in it, by the pace of speech, by the result of the conversation (successfully, refusal, you need to call back).

Metrics

• Set up search by individual words, ready-made dictionaries or own dictionaries. So, according to the dictionary of negative phrases, the service will find all calls with customer dissatisfaction or rudeness from operators. As of April 2021, the base has 21 ready-made dictionaries that take into account the client's requirements to call the boss, phrases that demonstrate the incompetence of the operator, etc.

Text Search Results

• Artificial intelligence can find not just single-root words, but synonyms close in context. If the phrase was spoken, the service will find it from 20 billion expressions in a couple of seconds.
• Determine the negative. Speech analytics allows you to find negative in client replicas, even if you do not use phrases from the dictionary. The service captures intonations of the conversation and can, for example, determine sarcasm when the client says "thank you."
• Generate reports. Depending on the filters selected, a report is generated for the selected time period.

Viewing dialogues

• All calls can be downloaded, listened to or read text decryption. For clarity, all the places to pay attention to in the dialogue are highlighted. This will help, for example, compare the speech of the operator with the script.

The service was originally developed in order to monitor the effectiveness of our operators. And after we tested it from all sides in our call center, we decided to offer it to our partners. If earlier we could manually find and check only 5% of calls to the call center of the bank, now in the area of ​ ​ our attention 100% of conversations. Manual work at the same time decreased by 60%. In addition to direct resource savings, the service gives us non-obvious advantages. We can catch a negative emotion in the voice of the interlocutor even before he voices his question, change the script and solve the question so that the client is satisfied. In addition, the service helps us find phrases that more often lead to sales and optimizes our communication with customers. said Konstantin Markelov, vice president, director of business technology Tinkoff

Voice analytics can be connected in two formats:

• A ready-made cloud solution based on Tinkoff capacities, connection to the service is carried out using the API.
• The box version involves installing the service on the company's servers. Also, the voice analytics service is available to customers of the Tinkoff cloud call center.