Contact Center Solution & Data Analytics

Spectra, 2017. 03 ~ 2020. 05

Project Summary

Spectra is a CRM solution provider for a contact center of enterprise. There were various case study reports for a contact center with text channel.

First, we developed metrics for productivity of text based contact center. Then, we had researched a database to find a solution and provide to contact center.

Question and Answer Automation with Microbot

We focused one contact center that most agents left there. Customers was able to reach the agent in the morning. But they couldn’t talk to each other in the afternoon.

We recognized some steps in the process for solving the problems.

We trained a model with 100K statements from the contact center. It was going to talk to customer automatically.

After the bot applied, a daily response rate of customer increased from 50% to 92%.

Role

• Research a productivity of a text based contact center
• Developed an automation process for reducing wait time

Tech Stack

• Programming Language: Java, Spring Boot, MyBatis, Python
• DBMS: PostgreSQL, Kafka
• Library: Pandas, PyTorch, Keras, scikit-learn, FastText
• Visualization: Tableau
• Infrastructure: AWS

Etc

• Contact Center Report 1 (sample, not a product)

• Contact Center Report 2 (sample, not a product)

• Contact Center Report 3 (sample, not a product)