Ender Turing Software de Analiză pentru Centre de Apeluri de Lidiia Suslova

Lucrarea Ender Turing Software de Analiză pentru Centre de Apeluri de Lidiia Suslova este un câștigător de mare prestigiu al premiului 2023 A' Design Award de Bronz în Categoria de Competiție Design de Interfață.

BronzInterfață· 2023

Ender Turing Software de Analiză pentru Centre de Apeluri

de Lidiia Suslova

Client: Ender Turing

Câștigător al premiului A' Design Award de Bronz în Categoria Interfață

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Despre Ender Turing Software de Analiză pentru Centre de Apeluri

Ender Turing este o platformă software bazată pe cloud pentru managementul calității în centrele de apeluri. Un tablou de bord în timp real permite supervizorilor și managerilor să monitorizeze performanța prin actualizări live. Indicatorii afișați includ volumul de apeluri, timpul mediu de gestionare, rezolvarea la primul apel, scorurile de satisfacție a clienților și disponibilitatea agenților. Pre-evaluarea automată a apelurilor și conversațiilor scurtează timpul necesar revizuirilor de calitate, iar filtrele flexibile permit selectarea unui eșantion redus în locul analizării fiecărei conversații. Fișele de evaluare pot fi create și editate fără suport din partea departamentului de inginerie. Interfața este disponibilă în peste zece limbi.

Recunoașterea

Despre A' Design Award de Bronz

Ender Turing Software de Analiză pentru Centre de Apeluri a câștigat A' Design Award de Bronz, o recunoaștere extrem de prestigioasă acordată designurilor remarcabile care se disting prin creativitate, ingeniozitate și istețime. Câștigătorii Bronzului sunt artefacte din plin pricepute și izbitor de creative, care atestă experiența vastă, imaginația și resursele designerilor lor. Se așteaptă ca Ender Turing Software de Analiză pentru Centre de Apeluri să fie un obiect foarte apreciat, admirat și prețuit, remarcabil de profesionist și inovator. Acest design câștigător al A' Design Award de Bronz încorporează cele mai bune practici din artă, știință, design și tehnologie și este excelent prin atenția la detalii. Ender Turing Software de Analiză pentru Centre de Apeluri satisface splendid nevoile, atinge dorințele, vrăjește sentimentele și stârnește curiozitatea.

În Spatele Designului

Dosar de Presă

Credite, membri ai echipei și detalii tehnice furnizate de designer.

Proprietăți Unice: 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.
Dimensiuni și Ambalare: 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.
Etichete: 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
Tehnologie de Producție: 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.
Provocare de Design: 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.
Cercetare: 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.
Inspirație: 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.
Durata Proiectului: 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.
Flux Operațional: 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.
Brevete: 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