Overview / Usage

When a call is initiated in a customer call center,it takes time to identify the category of the query. So it takes a lot of time to identify the department the customer needs to be directed and then the call is sent to corresponding department.When the language mismatch happens the call is sent to wrong department and it needs to be again sent to the general section. To solve this issue , the department the user has to contact is identified using machine learning and directed to the corresponding department along with the keywords processed in it.This will save a lot of time and increase customer satisfaction as customers wont like saying the problem again and again.

Methodology / Approach

When the customer calls for the call-center the call is recorded by the machine. Deep learning is used to identify the department of the problem through the keywords analyzed from the call and directs the call to the corresponding department of customer care . It will also send the keywords processed by it to the employee to whom the call is directed so that the customer need not repeat the whole statement again.In the mean time when the call is recorded , the location from where the customer is calling and the language he used are identified(language can be identified using deep learning) and call is sent to the nearest center to his location and to the employee of that language.

Technologies Used

MACHINE LEARNING
DEEP LEARNING
SPEECH RECOGNITION