Overhauling Customer Service with Neural Networks and Advanced Generative Models

Using computer vision, deep learning architecture, proactive monitoring and smart agent assist

Objectives

  • Audio quality issues in customer service calls impact 5-7% of call volume
  • The audio call quality is manually evaluated and scored – overall rating based on any audio quality issues observed in the recorded call
  • The available tools use RMSE and Spectrogram to visualize/analyze signals, however, if audio has echo, lag, low volume, or background noise, it goes unrecognized
  • Missing RCA and proactive monitoring of the problematic calls

Challenges

  • The manual process of evaluating a very large
    number of audio call files is cumbersome and time-consuming
  • The Audio quality issues are not captured and/or scored based on multiple types of audio quality issues
  • There is a need to monitor call quality over regular
    intervals to identify patterns by geography, carrier,
    time of the day, day of the week
  • Support agents need real-time assistance to reduce
    resolution time

Solutions

Leveraged Support Vector Machine (SVM), powerful supervised classification algorithm, to identify the optimal hyperplane that best separates data into distinct classes. The audio quality classification is measured by using dataset including 32 audio metadata attributes and high-dimensional spaces to achieve 97% overall accuracy with testing data.

Built and implemented end-to-end solution for Audio Quality Solution which can:

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Measure multiple Audio Quality attributes for 2-way voice calls between customer service representative and end-customer
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Audio Quality Scoring Framework to measure the customized weighted scoring based on multiple Audio Quality attributes
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Call insights dashboard to map the regular performance and highlight anomalies

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Assist Agents with sentiment analysis, user preferences to give a hyper-personalized customer experience

Outcome

~97% Accuracy
achieved for 6 audio quality attributes
Processed 6 Mn audio calls/month With 5-7% problematic calls

23% improved
Customer Satisfaction
Score

Estimated $5Mn per
annum cost savings
with improved call
quality
50% reduction in processing time
Reduction in support
hours by ~60%
Tech Stack

Audacity, SoundCheck, FastAudio, pyAudioAnalysis, Storage Buckets, Google App Engine, Cloud Composer, TensorFlow, G..K.E

Circle-01

Ajay Malgaonkar

Chief Digital Delivery Officer

Ajay is a seasoned technology leader with over 28 years of experience driving digital transformation across global enterprises and helping clients achieve their strategic objectives. Ajay’s passion for innovation-led growth, coupled with his ability to scale operations while maintaining agility, makes him a natural fit for Agivant’s mission.


Before joining Agivant, Ajay spent a decade at Prolifics Corporation, a US-headquartered digital engineering firm, where he led integrated engineering teams and delivered transformative AI-driven solutions to marquee clients. His focus on innovation, scalability, and agility made him a key architect of Prolifics’ digital success.


Earlier in his career, Ajay spent ten years at Infosys, where he led the digital practice and delivered large-scale, complex e-commerce and transformation programs across North America, Europe, and the Asia-Pacific region. Ajay’s impact has been widely recognized in the industry. In 2023, he was named one of India’s Next 100 Future CIOs by ITNext and received the ET Inspiring Leader Award.


He holds a Bachelor's degree in Engineering from Sardar Patel College of Engineering and a Post Graduate Diploma in Information Systems from the Somaiya Institute of Management Studies and Research in Mumbai. Ajay’s career reflects a consistent ability to scale digital operations, lead high-impact transformations, and inspire cross-functional teams to deliver value with speed and precision.

Agivant Technologies

Sandeep Kishore

Founder and CEO

Sandeep is a proven CEO, key strategist, and trusted board director with over three decades of experience in the technology industry. He is a highly effective coach and mentor, known for his bold thinking and innovation. Throughout his career, Sandeep has demonstrated a remarkable ability to create and grow successful businesses.

Before founding Agivant, Sandeep served as an Executive Partner with Siris Capital Group, a leading Private Equity firm. Prior to that, he was the CEO & MD of Zensar Technologies from 2016-2021, where he spearheaded a massive turnaround, transforming the company into a fully digital enterprise. This successful transformation was featured as a case study by both Harvard Business School and London Business School.

Sandeep's career also includes over 25 years at HCL Technologies, where he held various leadership roles and built several billion-dollar businesses. An alumnus of IIT Bombay, he is a dedicated board advisor, mentor, and passionate advocate for social impact. He co-founded the Har Asha Foundation, a philanthropic initiative focused on helping young adults develop essential workforce skills. Beyond his professional achievements, Sandeep is also a published poet with two acclaimed books.

Agivant Technologies

Shree Krishna Somani

Head of Business Success

Shree is a dynamic and accomplished leader, uniquely positioned at the intersection of finance, strategy, and technology. As Head of Business Success at Agivant Technologies, he is focused on driving client centricity and overall organization effectiveness. He has a proven track record of delivering impactful results in leadership roles, consistently demonstrating an ability to translate vision into tangible outcomes.


Prior to Agivant, Shree served as Assistant Vice President at Aavas Financiers Ltd, where he led Business Process Re-engineering and Digital Transformation initiatives, showcasing his ability to modernize operations and enhance efficiency. He also contributed to enterprise risk analytics and strategic planning. Earlier, during his tenure in the CEO’s Office at Zensar Technologies, he played a pivotal role in driving corporate and business strategy, advising on M&A evaluations, and leading key strategic initiatives for the CEO. Shree began his leadership journey with the Aditya Birla Group Leadership Program.


An alumnus of XLRI Jamshedpur and University of Delhi, Shree blends a strong academic foundation with extensive practical experience. This combination underpins his proven ability to drive significant impact and deliver compelling business results across complex organizational landscapes.

Agivant Technologies