∙100%
Volume of monitored communications
∙87%
Accuracy in identifying situations critical to the organization during conversations
∙85%
Accuracy in determining the process an employee should follow during service
∙86%
Accuracy in identifying the topics of applicants' requests
Key indicators
Speech analytics has helped us improve the quality of citizen services. Thanks to this solution, employees have become more confident in communicating with visitors, waiting times have been reduced, and the number of complaints has decreased. Speech analytics has become a powerful tool for optimizing operations and enhancing the quality of services provided. We recommend that other organizations working with a large number of clients consider implementing this solution to improve their operational efficiency and enhance visitor service.
Director of GBU NO
Integration of an AI-based audio stream processing module
DEERAY's proprietary developments in audio wave analysis have enabled:
Separating target speakers from 'secondary conversations' and ambient noise
Identifying the operator's audio track separately from the client's audio track
Compensating for errors due to the distance between the audio receiver and target speakers
Deep semantic analytics using the DEERAY platform across various domains:
Thematization of inquiries: identifying citizen requests without additional directories, in accordance with the client's classifier
Tracking multi-branch scenarios and scripts, including both acoustic and semantic triggers
Analytics built without additional system training on specific cases or dictionary compilation
Ability to create personalized analytics tailored to the client's tasks
Project results
Customer care: Increased citizen loyalty and satisfaction during office interactions Identification of complex conversations (difficult life situations, etc.) Detection of situations involving violations of applicant or employee rights
Company care: Minimization of staff turnover Reduced service time with increased satisfaction
Employee care: Assessment of employee skills in communicating with various social groups for successful interactions Identification and analysis of factors leading to emotional burnout Detection of conflict situations and their causes