Sentient Assist and Automate (SAA)

Sentient 辅助和自动化 (SAA)

• 批准号: 133515
• 金额: $ 8.92万
• 依托单位: SENTIENT MACHINES LIMITED
• 依托单位国家: 英国
• 项目类别: Feasibility Studies
• 财政年份: 2018
• 资助国家: 英国
• 起止时间: 2018 至 无数据
• 项目状态: 已结题
• 来源: https://gtr.ukri.org/projects?ref=133515
• 关键词: Sentient; Assist; Automate; SAA

Almost 70% of all customer contact in the UK and globally is voice. During these voice interactions, much frustration is caused by being put on hold for a long time - 84%, dealing with employees who are unfriendly - 81%, and having to repeat your issue to several company reps - 80% (Source: Accenture 2013 Global Consumer Pulse Survey Global & U.S. Key Findings).Sentient Assist and Automate is a self-learning voice-bot platform that aims to remove this frustration by cutting the waiting time by up to 95%, removing the repetition issue, and improving the effectiveness of the call centres. The platform aims to automate the majority of customer voice interactions. For the remaining calls, the aim is to delegate them to the relevant agents and assist them, so they improve the benefits for the customer, leading to higher customer satisfaction.To achieve this we use the latest advances in deep learning and natural language processing to learn from the existing conversations, in order to build a voice bot that is emphatic and capable of solving issues for customers in real-time.

在英国和全球范围内，近70%的客户联系是语音。在这些语音交互过程中，许多挫折感是由于长时间搁置（84%），与不友好的员工打交道（81%），以及不得不向几个公司代表重复您的问题（80%）（资料来源：埃森哲2013年全球消费者脉搏调查全球和美国的主要调查结果）。Sentient Assist and Automate是一个自学的声音-bot平台旨在通过将等待时间缩短95%，消除重复问题并提高呼叫中心的效率来消除这种挫折感。该平台旨在自动化大多数客户语音交互。对于剩余的呼叫，我们的目标是将其委托给相关的代理并协助他们，以便他们为客户提高利益，从而提高客户满意度。为了实现这一目标，我们使用深度学习和自然语言处理的最新进展来从现有的对话中学习，以构建一个能够实时为客户解决问题的语音机器人。