Ender Turing Zvanu centra analītikas programmatūra — Lidiia Suslova

Darbs Ender Turing Zvanu centra analītikas programmatūra, kura autors ir Lidiia Suslova, ir augsti novērtēts un ļoti prestižās 2023 Bronzas balva A' Design Award ieguvējs kategorijā Saskarnes, mijiedarbības un lietotāja pieredzes dizains.

BronzasSaskarne· 2023

Ender Turing Zvanu centra analītikas programmatūra

Autors: Lidiia Suslova

Klients: Ender Turing

Bronzas balva A' Design Award ieguvējs kategorijā Saskarne

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Par Ender Turing Zvanu centra analītikas programmatūra

Ender Turing ir mākoņbāzēta programmatūras platforma zvanu centru kvalitātes pārvaldībai. Reāllaika informācijas panelis ļauj vadītājiem un uzraugiem pārraudzīt sniegumu ar tiešraides atjauninājumiem. Attēlotie rādītāji ietver zvanu apjomu, vidējo apstrādes laiku, problēmas atrisināšanu pirmā zvana laikā, klientu apmierinātības rādītājus un aģentu pieejamību. Automatizēta zvanu un tērzēšanas iepriekšēja novērtēšana saīsina kvalitātes pārbaudes, savukārt elastīgi filtri ļauj izvēlēties nelielu izlasi, nevis analizēt katru sarunu. Vērtēšanas kartes var izveidot un rediģēt bez inženiertehniska atbalsta. Saskarne ir pieejama vairāk nekā desmit valodās.

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Par Bronzas balva A' Design Award

Ender Turing Zvanu centra analītikas programmatūra ir Bronzas balvas A' Design Award ieguvējs, ļoti prestiža atzinība, ko piešķir izciliem dizainiem, kas izceļas ar radošumu, atjautību un viedumu. Bronzas ieguvēji ir pietiekami prasmīgi un pārsteidzoši radoši darbi, kas apliecina to dizaineru plašo pieredzi, iztēli un izdarību. Sagaidāms, ka Ender Turing Zvanu centra analītikas programmatūra būs augsti vērtēts, apbrīnots un cienīts priekšmets, ievērojami profesionāls un inovatīvs. Šis ar Bronzas balvu apbalvotais dizains iekļauj labāko praksi mākslā, zinātnē, dizainā un tehnoloģijās un izceļas ar uzmanību detaļām. Ender Turing Zvanu centra analītikas programmatūra lieliski apmierina vajadzības, skar vēlmes, valdzina jūtas un piesaista zinātkāri.

Aiz dizaina

Preses materiāli

Dizainera sniegtie autori, komandas dalībnieki un tehniskie dati.

Unikālās īpašības: A real-time dashboard allows supervisors and managers to monitor call center KPIs and agent progress with live updates. It displays metrics such as call volume, average handle time, first call resolution, customer satisfaction scores, and agent availability. This helps identify areas of improvement, detect issues, and optimize call center performance through proactive management and data-driven decision-making, leading to improved efficiency, customer satisfaction, and business outcomes.
Izmēri un iepakojums: The primary function of Ender Turing engine is to help users create and train AI models that can understand and generate human-like language. The platform provides a range of NLP capabilities, including text classification, sentiment analysis, entity recognition, language translation, and text summarization, among others. Users can build custom models using Ender Turing's drag-and-drop interface or integrate pre-trained models into their applications using the platform's API.
Birkas: Artificial intelligence (AI), Natural language processing (NLP), Machine learning, Text classification, Sentiment analysis, Data processing, Text summarization API, Cloud-based platform, Language modeling, Text mining, Call center, Scoring
Ražošanas tehnoloģija: We used a data-driven design approach to gather feedback for our design, which involved observing and interviewing customers of the product. All of our decisions were based on identifying user pain points and areas of frustration. As a result, we developed a product solution that eliminates most pain points for call center supervisors, increases their productivity, reduces stress and frustration, and features an intuitive UX interface covered with more than 10 language options.
Dizaina izaicinājums: Experiments were done to test hypotheses and validate design decisions. We found that our users are non-technical and prefer a more prominent communication style. We avoid using complex logic constructions and heavy interface decisions. Our UX solutions are continuously simplified.
Pētījums: As we maintain ongoing communication with our end users, including data center supervisors and stakeholders, we have collected data through a range of research methods, such as interviews, surveys, and observations.

This has allowed us to gain valuable insights into usesr needs, preferences, and behaviors, which will inform the design of effective solutions that meet their specific requirements.
Iedvesma: Call centers handle up to 1000 calls per agent per day. Measuring and analyzing this data with metrics similar to those used by humans is crucial to improve client service and call center productivity. A productive call center saves businesses revenue and promotes polite and friendly communication with customers, enhancing a business's reputation, improving customer satisfaction, and increasing their overall quality of life.
Projekta ilgums: The project started in June 2020 in Tallinn, Estonia. The Design for the Project started at January 2022 and still developing and enhancing. Product was nominated as winner at Latitude59 pitching competition in May 2022, Tallinn, Estonia and took 2nd place at Infoshare Startup Contest where been selected among 500 startups from all over the world in October 2022, Gdansk, Poland.
Darbības plūsma: Our solution provides a 20-fold increase in speed for scoring calls and chats. This is made possible by automated AI pre-scoring and call center quality assurance. Using flexible filters, you can randomly select only a small number of calls and chats for quality monitoring, rather than monitoring all of them.

Moreover, our system allows for flexible setup of scorecards with no limitations. This means that you will no longer need engineers or Excel sheets to modify or create new scorecards.
Patenti: Scientific publications:

1. Transferability Evaluation of Speech Emotion Recognition Between Different Languages
January 2022
DOI:10.1007/978-3-031-04812-8_35
In book: Advances in Computer Science for Engineering and Education (pp.413-426)

Ievgen Iosifov
Olena Iosifova
Oleh Romanovskyi
Vladimir Sokolov

2. Automated Pipeline for Training Dataset Creation from Unlabeled Audios for Automatic Speech Recognition

July 2021
DOI:10.1007/978-3-030-80472-5_3
In book: Advances in Computer Science for Engineering and Education IV (pp.25-36)

Oleh Romanovskyi
Ievgen Iosifov
Olena Iosifova
Vladimir Sokolov

3. Analysis of Automatic Speech Recognition Methods

January 2021
Conference: Cybersecurity Providing in Information and Telecommunication SystemsAt: Kyiv, Ukraine

Olena Iosifova
Ievgen Iosifov
Vladimir Sokolov
Oleh Romanovskyi
Igor Sukaylo

4. Sentence Segmentation from Unformatted Text using Language Modeling and Sequence Labeling Approaches

October 2020
DOI:10.1109/PICST51311.2020.9468084
Conference: 2020 IEEE International Conference on Problems of Infocommunications. Science and Technology (PIC S&T)

Ievgen Iosifov
Olena Iosifova
Vladimir Sokolov

5. Methods and components of natural language processing

August 2020 Adaptive automatic control systems 1(36):93-113
DOI:10.20535/1560-8956.36.2020.209780

Olena Iosifova
Ievgen Iosifov
Oleksandr Rolik

6. Techniques Comparison for Natural Language Processing

June 2020
DOI:10.5281/zenodo.3895814
Conference: 2nd International Workshop on Modern Machine Learning Technologies and Data ScienceAt: Lviv-Shatsk, Ukraine

Olena Iosifova
Ievgen Iosifov
Oleksandr Rolik
Vladimir Sokolov