The Call Center Intelligence Accelerator drives huge cost saving in call center operations while improving call center efficiency & customer satisfaction.
It uses Azure Speech, Azure Language and Azure OpenAI (GPT-3) services to analyze call center transcrips, extract and redact personally identifiable information (PII), summarize the transcription, and provides rich business insights that could be used in real-time. It delivers deeper business insights for managers and enables them to evaluate call center performance far more efficiently and effectively in real-time and batch scenarios. Data insight on customer sentiment, topic analysis, and other valuable call attributes are served up in a user-friendly visual dashboard in Power BI.
The github can be found at https://github.com/amulchapla/AI-Powered-Call-Center-Intelligence/tree/main
The diagram below depicts key components and Azure services used in this sample accelerator.