Contact center

Semantic analysis to support contact center activity

CELI offers the ability to integrate its semantic technologies into the main ticketing and CRM platforms in order to add a layer of semantic analysis to the contact center's transactions.
Linguistic analysis offers the following services to the back office:

lists of lexical frequencies
alerts in the event of statistically relevant repetition of certain concepts
clustering technology that highlights logical group membership of various questions/answers
real-time identification of arising problems that warrant systematic intervention

Semantic technologies can be integrated into self-service portals improving the effectiveness of information access and creating a more enjoyable user experience:

Natural language queries on specific sets of FAQs.
Multichannel access (SMS, web, email)
Quick and precise responses

Areas of action

back office: real-time analysis of call topics, immediate identification of anomalies
front line: increases efficiency, lowers ticket turnaround time, simplifying the search for responses to similar cases
self-service: improves the perceived quality and user experience of self-service portals; provides more precise answers to natural language queries

Results

support in content editing and increasing the quality of the knowledge base
suggestions for ticket classification and intelligent search for looking up resolved cases
natural language interaction with self service portals. (also multichannel)

To find out more

The following use CELI semantic technologies for their contact centers:

Fiat group automobiles (in collaboration with Contact Lab)
Regione Piemonte (in collaboration with CSI Piemonte)
IC Service (gruppo Infocamere)

Additional information about solutions for contact centers