More information
Description
Currently, in Lithuania there are 400 entities (employing 4000 workers), which provide call centre services. Target sector: banks, financial institutions, insurance agencies, telecommunication companies, entities providing telemarketing services, utilities consumption providers, governmental institutions, etc. Currently 1% of all conversations are evaluated every 2-4 months. As a relatively small portion of employees’ conversation is being evaluated, assessment of employees’ performance is inaccurate. Moreover, conversations need to be physically listened to prior to giving evaluation, which is not productive time-wise. The aim of the project is research and experimental development of the final prototype of the Lithuanian language telephone conversation content quality assessment solution. The result of the project will be used in call centers, and this will allow them to: automate and perform quality assessment of all 100% telephone conversations, ensuring compliance with standards; provide almost real-time feedback and insights to improvement to agents conversation quality; 30% increase in customer loyalty.
The partner from Norway will carry out research and experimental development falling within his competence and contribute to development of a prototype, including modification of the mock-up/prototype for the assessment of the quality of Norwegian conversations.
Summary of project results
The aim of the project “Lithuanian Phone Call Conversation Quality Assessment Solution” is research and experimental development of the final prototype of the Lithuanian language telephone conversation content quality assessment solution in order to increase the competitiveness of UAB Leya AI in the field of ICT.
Research and experimental development activities will be carried out during the project:
- Improving and testing the existing layout;
- Prototype development and testing under laboratory conditions;
- Real-world testing and demonstration of a prototype;
- Test batch production;
- Evaluation of the developed new product among the target users.
The result of the project will be used in call centers, and this will allow them to:
- automate and perform quality assessment of all 100% telephone conversations, ensuring compliance with standards;
- provide almost real-time feedback and insights to improvement to agents conversation quality;
- 30% increase in customer loyalty.
Summary of bilateral results
Partnership, cooperation and knowledge sharing in the project contributed to the development of a new ICT product.