Telenor makes its customer service more efficient with an emotion recognition system
Telenor makes the operation of its telephone customer service more efficient with a Hungarian-developed, internationally unique, artificial intelligence-based system capable of recognizing keywords and emotions separately.
After a testing period of almost half a year, Telenor's Hungary telephone customer service started using the entirely Hungarian-developed speech and emotion recognition system in a live operation in September this year. Voice Miner automatically processes all phone calls to customer service, opening up completely new avenues for customer service efficiency, speed, and quality assurance. The system recognizes whether keywords that are important to the company are spoken in the conversation, so that a complaint or problem can be identified much more quickly. Previously, recorded conversations could only be retrieved on a random basis, whereas Voice Miner automatically sends reports of each telephone conversation to the appropriate colleagues based on predefined parameters. Thanks to the above, Telenor's customer service staff can respond to a problem, request or question almost immediately.
The system is also able to recognize emotions in speech independently. As a result, it is possible to examine, for example, how the customer reacts to what the customer service representative has said. The results and experiences are integrated by Telenor's quality assurance experts into the training and evaluation of clerks, thus continuously improving the quality of customer management.
In parallel with the introduction of the use of the system, Telenor created the Voice Miner specialist position within the customer service department using the application, in connection with which it also reformed the existing work processes. The method of training clerks has changed, and new tasks have been created in connection with the maintenance of the system, the development and testing of various query methods.
The emotion recognition technology that forms the basis of the Voice Miner system is also unique internationally. Based on this, Nextent Informatika has developed the “sister” of the system, an application called Rank Miner, which is language independent, thus allowing it to be used abroad. The acquisition of the international market is also among the plans of Nextent Informatika, as a result of which negotiations on the application of Rank Miner abroad are already underway.
“The renowned research team of Hungarian speech and artificial intelligence research, the Applied Intelligence Research Nonprofit Public Benefit Ltd. led by Dr. András Kocsor, also participated in the development of sound and data mining technologies. That is why it can be said that the creation of this unique technology is one of the great successes of Hungarian IT innovation. We are proud that the system has been used by such a significant partner open to innovation as Telenor. Building on the experience of collaboration, we are, of course, continuously developing our speech and emotion recognition technology, which can provide any telephone customer service business with a significant competitive advantage and can be applied with high efficiency in business areas such as customer service quality assurance, sales support and customer migration prevention and CRM efficiency. . It is also important for businesses that Voice Miner is ready to operate immediately, without costly expenses, and requires extremely little server, ”added Attila Bódogh, Innovation Director of Nextent Informatika Zrt.
Source: Press release
