Beeline improves customer service services using group voice analytics CST

2024: Speech Analytics Implementation

Beeline has introduced voice analytics to improve the customer experience. Speech recognition and voice interaction analysis allows you to translate all conversations between employees and clients into text, and speech analytics allows you to conduct the most in-depth analysis of the quality of advice and client experience. The technology was developed by the CST group of companies and works in the Beeline customer service directorate. The CST was announced on February 9, 2024.

All calls received by the contact center through various channels: by phone, chats, website, instant messengers are processed and analyzed using voice analytics.

We strive to be closer to the client and pay attention to each issue: with the help of speech analytics, we have already been able to test more than 250 hypotheses and configure more than 700 requests for regular monitoring of requests coming to us in addition to the general classifier. We began not only to quickly receive feedback from our clients - with the help of this technology, we created a full-fledged system for monitoring the tone of dialogs in order to more accurately understand the client's mood and the reasons for calls. As a result, this had an impact on improving customer service performance. And we continue to scale the solution in the interests of our customers, said Dmitry Chernov, Beeline's customer service director.

The high quality of speech recognition and speech analytics technologies helped to achieve high business results. We continue technological development, including the introduction of advanced LLMs - large language models, as well as other areas, in order to provide the market with the best solutions based on speech technologies, noted Dmitry Dyrmovsky, CEO of the CST group of companies.

Speech analytics is part of a comprehensive solution of the CST group for communication management, which includes dialog assistants, speech analytics, biometrics and algorithms for protecting biometrics from deepfakes.