TY - GEN
T1 - Solución tecnológica que mejora el tiempo de atención al cliente en un call center en Perú
AU - Corzo, Grecia Carlos
AU - Cornejo, Richard Copaja
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - Several authors agree that the long waiting time for customer service in call centers is mainly caused by their inexperienced telemarketers, causing user dissatisfaction to have a negative impact on companies. This article presents Alexia, a technological solution for voice recognition and keyword detection that has the objective of assigning a client to an agent specialized in their requirement by matching the keywords of both. Previously, highlighting phrases were assigned to the agent according to his level of experience and specialty, and key words were extracted from the customer's voice. This technological solution allows assigning the call of a user with a certain requirement to a specialized telemarketer, reducing customer service time. Agent surveys were carried out to validate the technological solution, where it was shown that the user's requirement was resolved in 10 minutes, when initially it took 15 minutes or more. This represents a reduction of 5 minutes in this process, so Alexia improves customer service time.
AB - Several authors agree that the long waiting time for customer service in call centers is mainly caused by their inexperienced telemarketers, causing user dissatisfaction to have a negative impact on companies. This article presents Alexia, a technological solution for voice recognition and keyword detection that has the objective of assigning a client to an agent specialized in their requirement by matching the keywords of both. Previously, highlighting phrases were assigned to the agent according to his level of experience and specialty, and key words were extracted from the customer's voice. This technological solution allows assigning the call of a user with a certain requirement to a specialized telemarketer, reducing customer service time. Agent surveys were carried out to validate the technological solution, where it was shown that the user's requirement was resolved in 10 minutes, when initially it took 15 minutes or more. This represents a reduction of 5 minutes in this process, so Alexia improves customer service time.
KW - call center
KW - extraction
KW - Speech to text
KW - telemarketer
UR - https://www.scopus.com/pages/publications/85172337201
M3 - Contribución a la conferencia
AN - SCOPUS:85172337201
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
PB - Latin American and Caribbean Consortium of Engineering Institutions
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
Y2 - 19 July 2023 through 21 July 2023
ER -