Aristech Quality Monitoring
Make your service quality measurable and your customers more satisfied.
Aristech Quality Monitoring combines various Aristech technologies: speech-to-text recognition(STT) and Natural Language Processing (NLP) are combined to create a unique solution.
Calls are recorded, transcribed and evaluated according to freely selectable criteria tailored to your use case. This enables an individual evaluation and assessment of the quality of your calls. Call recordings are converted into readable call scripts - sensitive data can of course be anonymized. Following the hybrid analysis, the results are summarized in individual real-time overviews or long-term statistics.
How can Aristech Quality Monitoring help?Cost and Time Optimisation
Initial Situation
Extensive manual evaluation and increasing call traffic
This makes a meaningful evaluation of customer interaction difficult. Manual evaluation and analysis is time-consuming and only ever possible on a point-by-point basis. Manual analysis also provides no information about the quality of the calls. A comprehensive evaluation is complicated by increasing call traffic.
Recording and Transcription
Conversion of call recordings into readable call scripts using Aristech speech recognition. Optional: anonymization of sensitive data in the scripts.
Transcript Analysis
Rule-based and AI-based analysis of call scripts. Our hybrid analysis approach combines the advantages of machine learning and rule-based analysis.
Criteria of Analysis
The following criteria can be used to analyse
- the frequency of certain topics (real time)
- the occurrence of (dis)satisfaction markers
- an appropriate choice of words
- emotion recognition
- a personal addressing of the customer
- your individual (quality) criteria
Data Extraction
Data tailored to your use case is extracted from the call script and automatically mapped in a database. The extracted data can then be used to automatically create a log, an entry in the database or a fault message, for instance.
Statistical Evaluation
Summary of the analysis in individual real-time overviews or long-term statistics
The statistics can be viewed in the WebGUI on two levels: Anonymized at supervisor level or in individual statistics at agent level. This allows individual agents to receive individual feedback and optimize their call strategy accordingly.
After the implementation of Aristech Quality Monitoring
Through the use of Quality Monitoring your service quality increases and your costs decrease. Because automatic quality monitoring with the help of the Aristech NLP server is more cost-efficient and more accurate than extensive manual evaluation. Since you can make more valid and individualized recommendations for action, you save on coaching costs. This is because you can draw on continuously growing data sets, which are not only precisely tailored to your industry, but also to your company.
Why should you use Aristech Quality Monitoring?
Measurability
quality in numbers
The continuous evaluation of call transcripts based on specific criteria makes quality measurable and freely scalable.
Data Extraction
Customised for your Use Case
Freely selectable data extraction tailored to your use case.
For example: Account data, addresses, customer data, and much more...
Automatic Evaluation
Finally know what is in demand
You get an overview of the call content and frequent topics. The content of the calls is sorted and automatically evaluated based on freely selectable criteria. Tailored to your use case.
GDPR-compliant
Made in Germany
With optional on-premises operation, your data remains securely with you in your infrastructure. This means that even changes to bank details and the handling of personal data are no problem.
Contact us
Our team loves to tackle new challenges and will find a fitting solution for your company.