Technological solution that improves the time of customer service in a call center in Peru

Corzo G.C.; Cornejo R.C. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2023)

Resumen

Several authors agree that the long waiting time for customer service in call centers is mainly caused by their inexperienced telemarketers, causing user dissatisfaction to have a negative impact on companies. This article presents Alexia, a technological solution for voice recognition and keyword detection that has the objective of assigning a client to an agent specialized in their requirement by matching the keywords of both. Previously, highlighting phrases were assigned to the agent according to his level of experience and specialty, and key words were extracted from the customer's voice. This technological solution allows assigning the call of a user with a certain requirement to a specialized telemarketer, reducing customer service time. Agent surveys were carried out to validate the technological solution, where it was shown that the user's requirement was resolved in 10 minutes, when initially it took 15 minutes or more. This represents a reduction of 5 minutes in this process, so Alexia improves customer service time.

Instituciones: Universidad Peruana de Ciencias Aplicadas