ForteBank increased the number of the analyzed dialogs from 7% to 100% using speech analytics of CST

2020: Implementation of speech analytics

On September 15, 2020 it became known that the group CST implemented a system intellectual speech analytics for quality control of service in contact center ForteBank banks KazakhstanmarketingSanatel JSC " — one of. the speech analytics allowed to estimate quality of dialogs of call center specialists in mode 24x7, to pass from selection checks to assessment of all dialogs. it helped bank to improve process of control of work in all the contact centers: incoming line, body and also soft collection. as a result customer service quality improved, CSI (the index of customer satisfaction), FCR (percent of the solved tasks raised at the first address of the client), cross-sellings on an incoming line increased. TOO acted as the partner of the project.

The command of CST implemented speech analytics based on own product Smart Logger — an omnichannel quality management system of service and the analysis of customer interaction. A system will automatically recognize the natural human speech: in Kazakh, Russian, the mixed Russian-Kazakh speech, at the same time — with the maximum reliability. Besides, a system estimates different parameters of dialog — quantitative-temporal, lexical, emotional, on in advance prepared templates and without participation of the person. All array of analytical data is provided in the convenient, intuitive report.

The speech analytics helps to control observance of scripts, to standardize them, to establish the reasons of long service. Dialogs are analyzed by hundreds of algorithms, instantly highlighting critical points for reaction, identifying specific specialists for the directed training, or, on the contrary, revealing the best practices. Necessary parameters of service can be aggregated, so — to improve scripts, relying on the facts, statistics of real customer appeals.

Speech analytics — layer of the authentic, quickly updated information on customer satisfaction, the shift in demand and structures of consumption of banking services. Possession of such information allows to establish quickly reasons for refusal of services, to segment responses about competitors, to reveal the best practices in customer service, to raise CSI (Customer Satisfaction Index, the index of customer satisfaction), to analyze the reasons of repeated addresses and to develop recommendations for increase in FCR (First Call Resolution, percent of the solved tasks at the first address of the client).

For September, 2020 a system daily writes, will recognize and analyzes the entering and outgoing addresses coming to ForteBank contact center. 150 channels — jobs of operators are connected to analytics.

ForteBank locates a wide branch network which contains for September, 2020 20 branches and about 100 departments. We pay to service quality of the clients special attention. With implementation of speech analytics of group of CST we managed not only to analyze qualitatively all calls coming to contact center but also to reveal the specific directions of development of client service — Dana Amirgaliyeva, the head of contact center "comments on JSC ForteBank.

In a project deliverable in all main areas of work of contact center significant improvements of performance indicators were reached:

• Increase in number of the analyzed dialogs from 7% to 100%.
• Decrease in repeated addresses by 18%.
• Decrease in average time of service by 13%.
• Growth of observance of the standard of service by 4 times.

In the ForteBank project we managed to delegate routine transactions to artificial intelligence, releasing management time for the solution of strategic tasks. Feature of this project — not only high quality of recognition of the Kazakh and Russian languages, but also their mixing when the client uses both languages. It is not a trivial technology task which, apparently from project results, we managed to solve. Quality improvement of service of the financial industry, banks using modern AI solutions — a trend, at the same time speech analytics of group of CST can be applied not only in contact centers, but also at offices of service, promoting growth of business and improving the user experience and offline, and in remote channels, in a complex.