Optimizing call center activities using AI with Swati Sharma

There are some problems that just cannot be solved without the help of AI.

Like the one that we are discussing in today’s episode: Call Centers Monitoring and Optimization.

The problem is simple:

• How do you know if your Customer Assistance call center is solving the problems of your customers?

• And if it isn’t, how do you know what to improve ?

Answering those simple questions in a traditional fashion would require some people from your company listening to hundreds of thousands of hours of conversation. It’s just crazy, for anybody.

But there is a better solution.

In this episode of the AI and Digital Transformation Podcast, we are joined by Swati Sharma, lead data scientist at Brillio. We discuss how their AI solution, named Call Center Actionable Insights, solves this hard problem.

Who is Swati Sharma?

Swati Sharma earned her doctorate degree in electrical engineering and specialized on quantum physics and signal processing. She then pivoted her career to become a data scientist, with a strong analytical foundation. With over 15 years experience under her belt, she now leads Brillio’s data science team, engages with their stakeholders regarding their customized ML/NLP solutions, and teaches comprehensive post-graduate machine learning courses on the weekends.

We talk about speech to text, events modeling, root cause analysis insights and more. We will also go through some of the critical issues that need to be addressed for a successful deployment of a AI enabled Customer Assistance monitoring and optimization solution.

Listen to this episode and find out how to make your customers happier and your business more profitable thanks to AI.

Check out our show notes to know more about Swati and Brillio.

Chapters:

[0:01:51] Introducing Swati and Brillio [0:04:01] The impact of a Mathematical background on the Data Science Career

[0:05:41] The love for Data Science [0:07:36] How limiting is Plug and play AI? [0:10:11] Today’s use case: Call Center Actionable Insights (CCAI) [0:14:11] How CCAI solves the major issue of customer assistance monitoring and optimization. [0:18:41] Online vs offline calls monitoring [0:20:47] The timing and requirements of CCAI deployment [0:23:03] The most wanted AI-generated customer assistance insights [0:25:42] How to act on the insights and make customer assistance better [0:28:11] Data requirements and data privacy. [0:32:03] Law enforcement applications [0:33:51] Common issues and enablers of CCAI solution deployments [0:36:46] Does the workforce perceive AI as a threat? [0:40:01] Episode wrap up, references and Swati’s book suggestion.

---

Follow us on our socials:

• ⁠⁠⁠LinkedIn⁠⁠⁠
• ⁠⁠⁠Twitter⁠⁠⁠
• ⁠⁠⁠YouTube⁠⁠⁠

⁠⁠⁠Book an appointment⁠⁠⁠ with us.

---

Music credits: storyblocks.com

Logo credits: ⁠⁠⁠Joshua Coleman, Unsplash⁠