Mospolitech: Service for automation of quality control and assessment of the psychological state of employees of call centers

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding

2022: Announcement of the service for automation of quality control and assessment of the psychological state of call centers employees

The Moscow Polytechnic University is developing an intelligent tracker that allows you to determine the psychological state of cold call operators and increase their effectiveness. This was announced on September 26, 2022 by representatives of the Moscow Polytechnic.

Service for automation of quality control and assessment of the psychological state of call centers employees

As reported, unlike the foreign market, where there are many proposals related to the detection of depression by voice and monitoring mental health, there are no such proposals in Russia for September 2022.

An intercollegiate team is working on the creation of a service for automating quality control and assessing the psychological state of employees. The launch of the prototype will take place on the basis of four universities at once - Moscow Polytechnic, ASU, Moscow State University, GUU. The work is carried out within the framework of the discipline "Project Activities."

By combining voice analysis, machine learning and psychological analysis technologies, it became possible to provide comprehensive support for employees. It includes assessing the activity of error finding, providing guidance, and training. According to the developers, such a resource may be of interest to companies whose employees face daily stress associated with high requirements and constant communication with people. The task of the project is to analyze the operator's voice, intonation, speech errors.

The app assesses psychological health, stress and anxiety levels through automated speech analysis. Based on the data received, the service will provide personalized recommendations. We are planning a massive introduction of an intelligent assistant that could automatically analyze the user's speech and carry out diagnostics. Our application also allows you to collect response statistics and employee activity dynamics. This will allow you to understand in real time that the operator needs unloading or assistance. narrated by Georgy Sharipov, a Moscow Polytechnic student and project manager

It is planned that at first the service can be used as a cloud solution, and in the future it can be connected to general telephony or installed in employees' devices. The psychologist of the Higher School of Press and Media Industry of the Moscow Polytechnic, Victoria Orlova, helped students develop a methodology for psychological unloading, which startups "packed" into a chatbot. To test the methodology, StartBlock joined the project, thanks to which students received their first feedback. For September 2022, development is underway cloud service for decoding information from audio recordings into text form received from the Creative call project. Soon it is planned to test the mobile application itself.