Call Analytics

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

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