ForteBank Uses Speech Technology Сenter Analytics to Improve Call Centre Efficiency

17 September 2020, Moscow. Speech Technology Сenter has implemented an intelligent speech analytics system to monitor the quality of service in the call centre of ForteBank JSC, a leading bank in Kazakhstan. Speech analytics has enabled 24/7 monitoring of the quality of conversations conducted by call centre operators and facilitated a transition from random checks to complete the assessment of all conversations. This has helped the bank to improve the monitoring process in all its call centres, including the incoming call line, telemarketing, and soft collection. As a result, the bank has improved the quality of its customer service, increased its Customer Satisfaction Index (CSI) and First Call Resolution (FCR) rate, and increased cross-sales on the incoming call line. Sanatel TOO acted as a partner in the project.

Speech Technology Сenter implemented the speech analytics using Smart Logger, its proprietary multi-channel system for managing the quality of services and analysing communication with customers. The system can automatically recognise natural speech in Kazakh, Russian, or a mix of the two with pinpoint accuracy. In addition, the system assesses various conversational parameters (including quantitative, time-related, lexical and emotional characteristics) using pre-defined templates and without human input. The entire array of analytical data is provided in the form of a user-friendly, intuitive report.

Speech analytics help to monitor compliance with scripts, standardisation, and identifying the causes of prolonged service. With hundreds of algorithms analysing conversations, critical points are instantly highlighted to pinpoint specific employees that require targeted training or to identify best practices. The required parameters of service can be aggregated, which makes it possible to improve scripts using facts and statistics from real customer calls.

Speech analytics is a new "gold mine" of reliable, promptly updated information about customer satisfaction, changes in demand and consumption patterns in the field of banking services. This information allows the bank to quickly identify the reasons behind cancellations of services, as well as segment feedback about competitors, identify best practices in customer service, improve СSI, analyse the reasons for repeat calls and develop recommendations to improve FCR.

The system can currently record, recognise and analyse incoming and outgoing calls in the ForteBank call centre on a daily basis. The analytics system is connected to 150 channels (operator workstations).

 'With a track record of more than 20 years in the banking services market, ForteBank JSC is one of the leading banks in Kazakhstan. ForteBank has an extensive branch network that includes 20 subsidiaries and about 100 branches. We devote special attention to the quality of our customer service. The implementation of the speech analytics provided by Speech Technology Сenter has enabled us not only to perform high-quality analysis of all calls in the call centre but also to identify specific areas for further development of our customer service', remarked Dana Amirgalieva, head the ForteBank JSC call centre.

The project has resulted in significant improvements in performance indicators in all key areas of call centre operations:

  • Increase in the number of analysed conversations from 7% to 100%.
  • Reduction in repeat calls by 18%.
  • Reduction in average service time by 13%.
  • 4x increase in the rate of compliance with service standards.

Dmitriy Dyrmovskiy, CEO of Speech Technology Сenter, said, 'With the ForteBank project, we delegated routine operations to artificial intelligence, which gave management more time to address strategic issues. This project is unique not only because it ensures high-quality recognition for Kazakh and Russian speech but also because it does so in situations when customers mix the two languages. This is a non-trivial technological task, and the outcome of the project demonstrates that we were able to address it. We're seeing a trend in the use of advanced AI solutions to improve the quality of service in the financial industry and banks. The speech analytics provided by Speech Technology Сenter can be used not only in call centres but also in service offices. This contributes to the growth of the business and comprehensively improves the user experience both offline and across remote channels'.

Speech Technology Center is a global developer of products and solutions driven by intelligent speech and facial-recognition technologies and an expert in AI and machine learning. It is one of the few companies in the world that creates and develops both biometric modalities: face and voice. The voice-falsification detection and speech-recognition solutions developed by Speech Technology Center occupy leading positions in global rankings by NIST, ASVspoof Challenge, and VOiCES. The speech recognition technology developed by Speech Technology Сenter was named the best in the world at the international CHiME-2020 Challenge. Speech Technology Сenter has used artificial intelligence to implement more than 5,000 projects in 70 countries.

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