마인즈랩 voc (revo)

Download 마인즈랩 VOC (REVO)

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  • AI Platform Company

    Big Data Analytics, Artificial Intelligence, Smart Machine 2017, MindsLab. All Rights Reserved

    MindsVOC REVO

    Mar. 2017

    http://mindslab.ai

    MindsVOC REVO Introduction

    http://mindslab.ai/

  • 2017, MindsLab. All Rights Reserved - 1 -

    Problems

    :

    Manual Transcription

    DelayedReport

    FalseAlarm

    MissingInformation

    Manual Transcription & Summarization

  • 2017, MindsLab. All Rights Reserved - 2 -

    Solution - MINDSVOC

    Automatic Transcription & Risk Detection

    :

    AutomaticTranscription

    Real-timeDetection

    AccurateReports

    Thorough outAlysis

  • 2017, MindsLab. All Rights Reserved - 3 -

    MindsVOC distills the Voice of Customers

    I do apologize for the

    in convenience

    How may assist you to

    day?

    Um my excuse me with

    my washer yesterday

    was smoking and its not

    working anymore

    Agent Customer

    Let me going double

    check here

    And it's too hard to call.

    I've waited too long. Im

    sorry but it's annoying.

    Collecting all of the data, call, chat, email, Internet

    Automatic Transcription & Summarization of 100% the

    Calls

    Capture Real Sentiment of Customer using

    Deep Learning Tech.

    Real-time Detection & RiskReporting

    http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiq887PuaPOAhUILSYKHWhEBwcQjRwIBw&url=http://www.kormedi.com/news/article/1211966_2892.html&psig=AFQjCNEYGsyUY0w50SlDfE7oiQbMprFGVg&ust=1470250106511299http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiq887PuaPOAhUILSYKHWhEBwcQjRwIBw&url=http://www.kormedi.com/news/article/1211966_2892.html&psig=AFQjCNEYGsyUY0w50SlDfE7oiQbMprFGVg&ust=1470250106511299

  • 2017, MindsLab. All Rights Reserved - 4 -

    Process of MindsVOC

    Internal VOC

    Call Center

    Chat

    e-mail

    bulletin board

    External VOC

    Social Netw

    ork

    Internet

    Speech to T

    ext (Voice Recog

    nition)

    Text Analytics

    Data MiningNLP

    Categorization

    Detection

    Dashboard

    25K calls 5K chats 0.5K emails 10K web

    STT: 86% TA: 97%Real-time

    Batch

    (Case Study: USA)

    Omni-channel

    End-to-End Solution

  • 2017, MindsLab. All Rights Reserved - 5 -

    Benefits From MindsVOC

    Customer Experience Management

    Real-timeRisk Detection

    Enhance Agent Quality

    Abnormal ServiceMonitoring

    Call Center

    Field Service Sales & Marketing

    Product Development & Marketing Strategy

    Detect Product Liability & Potential Claim Calls

    Detect

    Abnormal Counselling

    Detect

    Broken PromisesCaught Product Reputation

    by Region

  • 2017, MindsLab. All Rights Reserved - 6 -

    Understanding the flow SolutionTypes and Seriousness

    Contact Center

    Com-plain

    Request

    Cancellation

    Compensation

    Loans

    Categorizes the calls through HMD

    Through DL classifies the contents, types and inquires of the complaints.

    Finds out connection bwt the service and the complaints

    Scaling of the call according to the frequency of the sentences w complain

    VOC?or

    Non-VOC?

    30 sentences

    10 sentences

    5 sentences

    Frq of complain call per period

    Solution to frq raised issue

    [Step 1]Client dissatisfied w the service when he/she contacted the contact center.

    [Step 2]Specific inquires depending on the types of complaints.

    Compensation

    Scale

    Systematic procedure to find out what the complaints is and why the customers dissatisfied and to categorize the data, in order to respond with speed and accuracy.

    MINDs VOC Case Study [Insurance Co., KR] Customer Complaint Analysis

  • 2017, MindsLab. All Rights Reserved - 7 -

    MINDs VOC Case Study [Insurance Co., KR] Deep Learning Classification on complaints

    More than 95% Accuracy on Deep Learning Classification Test: finding out the

    cause, the inquires and their relation to the tasks.

    Class Namelearned

    sentences

    A1 No answer 10,000

    A2 Overcharged 7,000

    A3Unable to

    solve6,500

    A4 Outstanding 5,000

    A5 Delayed 3,000

    A6 Inconvenience 2,000

    A7 Changing rep 1,000

    A8Refusing contract

    1,000

    A9 none 20,000

    Types of complaints ( labelled as class)

    Class# of

    sentenceCorrect Answer

    % A1 A2 A3 A4 A5 A6 A7 A8 A9

    A1 10,000 9,721 97.2% 9,721 111 25 14 11 22 20 22 54

    A2 7,000 6,632 94.7% 127 6,632 88 21 54 7 15 9 47

    A3 6,500 6,429 98.9% 31 7 6,429 3 6 3 1 - 20

    A4 5,000 4,700 94.0% 62 26 41 4,700 21 33 14 18 85

    A5 3,000 2,899 96.6% 32 16 8 9 2,899 - 6 3 27

    A6 2,000 1,920 96.0% 17 5 - 12 4 1,920 9 4 29

    A7 1,000 942 94.2% 14 4 5 - 8 2 942 2 23

    A8 1,000 915 91.5% 32 - - 12 11 6 5 915 19

    A9 20,000 19,800 99.0% 82 17 23 5 18 28 13 14 19,800

    Total 55,500 53,958 97.2% 10,118 6,818 6,619 4,776 3,032 2,021 1,025 987 20,104

    Deep Learning Classification test result per class

    CQT INCOR

  • Copyright 2017 Minds Lab. All rights reserved

    Dasan Tower 6F, 49 DaewangpangyoRo, BundangGu Seongnam City, GyeonggiDo, Korea T.031-625-4340 F.031-625-4119 | www.mindslab.ai www.mindsinsight.co.kr

    No part of this publication may be circulated, quoted, or reproduced for distribution outside the client organization without prior written approval.

    .