SMARTER CALL CENTERS – IMPROVING REP RESPONSE

Call center representatives are under immense pressure. They must process large amounts of information and quickly answer questions all while managing caller expectations. In most cases, they’re armed with outdated technology and complicated software which doesn’t make their work easier. No wonder call centers have such a high turnover rate.

Problem

To effectively respond to caller requests, representatives typically rely on searching lengthy documents that are in a variety of formats and saved across various locations. Finding the right insights they need is time consuming and in most cases they’re only collecting a small portion of the information available to them. This leads to delays, missed or incorrect information and ultimately, a poor customer experience.

Solution

Advancements in data management and deep learning can improve the way call center representatives gather information and serve customers. Through a new data architecture known as the data fabric, Vyasa can unify all data sources available to a call center into a single platform. Deep learning models built by Vyasa can then be applied to the unified data making it easy to search and access in a matter of seconds.

With Vyasa’s Layar data fabric and deep learning applications, call centers can:

• Make data sources accessible across departments. (No need to duplicate your data or storage and no data lake required.)
• Quickly search for and access documents in a single location.
• Query large sets of documents via smart spreadsheets and dynamic knowledge graphs.
• Discover related concepts and insights with named entity recognition.
• Extract information into easily shareable file types.

With Vyasa, call center representatives can improve research accuracy by 97% while decreasing analysis time by 90% leading to enhanced call center response and a more positive customer experience.