Call Analytics

Analyzing phone calls automatically to detect customer feedbacks and booking information.

TMA Innovation Call Analysis UI Customer Feedback Analysis
TMA Innovation Call Analysis UI Booking Information Extraction
TMA Innovation Call Analysis UI Customer Feedback Analysis

Benefits

  • Increase customer satisfaction
  • Maintain customer loyalty
  • Answer customers’ questions promptly
  • Optimize processing time
  • Minimize manual labor

Application

Operating Model

Step

1

  • Detect and analyze customer feedback in 8 aspects: food, service, general, price, location, room, amenities, atmosphere.

  • Identify customer’s attitudes and emotions.

Step

2

  • Extract 6 types of booking information: name, check-in time, length of stay (LOS), room types, services.

  • Gain insights into customer behavior and reaction trends.

Step

3

  • Time-saving auto-fill booking process with high accuracy.

  • Multi-channel data entry (audio and text).

Technology

  • Rasa NLU
  • BERT
  • Bidirectional LSTM
  • Deep Learning
  • Tensor Flow
  • IBM Watson
  • Pytorch