Use of conversational AI with simulations to build a virtual advisor / assistant to help customers make good financial decisions.
Use of service sessions data and voice to develop a deep learning model that predicts customer survey metrics.
This one involved using Deep Learning models on voice data to help improve customer engagement and satisfaction.
This one involved using Deep Learning models on voice data to help improve customer engagement and satisfaction.
Use of customer 360 data to generate an avatar reflecting the account data in accordance with customer preferences to aid in providing individualized service and recommendations.
Uses highly detailed digital twins of the call center, behavioral models of the call center reps, and callers to determine the best strategies to route calls under a wide range of scenarios.
Load balancing and call routing across multiple call centers to improve efficiency and reduce wait times by utilizing machine learning/AI, simulation, and optimization methods.