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:

Google-Audio-Quality-Imge03
Measure multiple Audio Quality attributes for 2-way voice calls between customer service representative and end-customer
Google-Audio-Quality-Imge04
Audio Quality Scoring Framework to measure the customized weighted scoring based on multiple Audio Quality attributes
Google-Audio-Quality-Imge05

Call insights dashboard to map the regular performance and highlight anomalies

Google-Audio-Quality-Imge06
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

Sanjay Kumar

Chief Digital Transformation Officer

Sanjay has over 27+ years of experience in the IT industry and is a trusted solutions advisor with deep expertise in AI, cloud, and data technologies.

He has a proven track record of delivering innovative and impactful solutions for numerous customers. Before Agivant, Sanjay held the position of Senior Vice President of Digital Delivery at Infinite Computer Solutions, where he provided technology and delivery leadership to clients in wealth management, healthcare, and online digital platforms. He also spent over 23+ years at HCL Technologies where he was responsible for driving a business portfolio of USD 100+ Million and drove double-digit growth through a co-innovation working model with various clients. He also set up a co-innovation lab in Seattle to drive AI-based solutions and built strategic connections multiple customers.

Sanjay's industry expertise spans across Data Engineering and Analytics, Product Engineering and Development, Product Testing and Accessibility testing, and Product Support and Build Engineering.

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

Sanjay Jambhale

Chief Digital Delivery Officer

Sanjay is a passionate technology innovator and incubator with over 30 years of experience in the technology industry. He has a proven track record of building strong technology teams and enabling clients to achieve their strategic business objectives, particularly through large-scale Digital and Cloud Transformation initiatives.

Prior to joining Agivant, Sanjay spent over 6 years at Zensar Technologies. There, he led Global Practices and Delivery for Zensar's Experience, Advanced Engineering Services, and Data Engineering & Analytics units. He was instrumental in driving exponential Digital Business growth by implementing the High-Velocity Engineering (HiVE) approach for global clients' Digital and Cloud Transformation programs.

Before Zensar, Sanjay spent 22 years at TCS in various leadership roles. Notably, he headed Global Digital Delivery, focusing on Digital Reimagination/Transformation programs for over 250 global customers. Leading a team of over 6,000 digital engineers, he served clients across diverse industries. He also incubated Digital Marketing services as a new service line for TCS, growing it from scratch to a $100 million business within three years. Sanjay is an alumnus of IIT Kharagpur.

Agivant Technologies

Swanand Kulkarni

Architect and Practice Head, AI and Gen AI
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Ankit Thakur

HRBP Lead
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Ketan Bhadekar

Senior Digital Platform Solution Architect – Cloud Data Engineering
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Chandan Singh

Senior Digital Platform Solution Architect – Cloud Data Engineering
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Rakesh Deshmukh

Digital Platform Solution Architect – GCP Data Engineering
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Ravi Ranjan

Principal Solution Architect – Delivery
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Pandu Pabbisetty

Vice President – Digital Transformation
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Tanu Das

Director – Sales and Customer Growth
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Shri Krishna Somani

Bussiness Success
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Sanjay Kumar

Chief Digital Officer
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Sanjay Jambhale

Principal Solution Architect- Delivery
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Sandeep Kishore

Founder and CEO
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DevOps Engineer

Industry experience: 10 Years
Location: Pune

Agivant is a new-age AI-First Digital and Cloud Engineering services company that drives Agility and Relevance for our client's success.

Powered by cutting-edge technology solutions that enable new business models and revenue streams, we help our customers achieve their trajectory of growth.

Agility is a core muscle, an integral part of the fabric of a modern enterprise.

To succeed in an ever-changing business environment, every modern organization needs to adapt and renew itself quickly. We help foster a more agile approach to business to reconfigure strategy, structure, and processes to achieve more growth and drive greater efficiencies.

Relevance is timeless, and is the only way to survive, and to thrive.

The quest for relevance defines the exponential acceleration of humanity. This has presented us with a slew of opportunities, but also many unprecedented challenges. With technology-led innovation, we help our customers harness these opportunities and address the myriad challenges.