Understanding call center analytics

Azure OpenAI can be a valuable tool for call center analytics. By analyzing transcripts of calls between customers and agents, GPT models can identify patterns and insights that can help call centers to improve their operations.

Here are some examples of what AOAI models can do:

• Identify frequently asked questions and suggest potential responses, which can help agents answer calls more quickly and effectively
• Analyze the sentiment in customer interactions, allowing call center managers to identify areas where customer satisfaction may be lacking and make necessary improvements
• Provide insights into call volume trends, wait times, and call duration, allowing call centers to optimize staffing levels and resource allocation
• Extract relevant information from the conversation in order to automatically create tickets in the CRM
• Provide a relevant knowledge base for customer-facing chatbots that can address a larger number of...