What are the challenges?

Existing non-cloud telephony vendors do not offer real time streaming. The call recordings are locked with vendors, and vendors typically charge a lot of money for the extraction of audio files. Due to this constraint, many clients are unable to gain insights about the end customers. In addition, the lack of real time data limits the ability to upsell and cross-sell products and result in poor customer experience. Agents also spend a lot of manual effort when dealing with customers, resulting in fewer calls, higher handle time, and poor employee experience.

What is the solution?

HGS Digital's solution bypasses the call recording platforms by porting the audio directly from the existing telephony vendor into the AWS data lake using Amazon Chime. The audio stream is ingested directly into the AWS data lake for doing live call analytics. The live speech-to-text transcription enables capabilities such as contextual recommendations that are then shared back with the agent while the agent is on a call with the customer. These recommendations can be in the form of a talk track or additional reference materials (like campaigns, new offers, similar products etc.).

The solution also connects to Amazon SageMaker to do sentiment analysis, call categorization, and summarization, thereby avoiding the need to do this work manually by the agents. As the solution taps the audio directly from the current telephony vendor, the calls are then saved as an audio file in S3 for training and quality monitoring purposes.

What are the benefits?

1) Improve customer experience - The agent assist AI solution provides proactive and contextual recommendation based on the questions raised by the customer. The solution can efficiently manage customer interactions while maintaining high quality service.

2) Improve agent efficiency by 20% - HGS internal analysis shows that agents spend a minute after each interaction doing the call categorization and summarization. Using AI, the categorization and summarization can be automated, and the agents can use this time for other value-generating activities

3) Reduce attrition - Agents will be able to get contextual help in real time based on the conversation with the customer. This allows the agents to stay engaged and resolve the customer queries instead of getting frustrated, leading to attrition. This solution also has proven to improve the rampup time for new agents.

4) Save cost by eliminating the need for a call recording platform - Agent Assist solution will tap the audio directly from the existing telephony ssytem and stream the call into AWS data lake. The streamed audio file can be then saved into AWS S3 storage system, eliminating the need for call recording platforms. The cost savings can be over $100,000/annum for a 1000+ agent contact center.