AI_EN
Evaluation of Communication and the Efficiency of Request Processing in the TIPOS Customer Service Center
assignment
Several years ago, we developed an automated communication chatbot for TIPOS, primarily focused on two areas: supporting the player registration process and answering frequently asked questions.
An important part of this chatbot is its direct connection to a live operator, allowing players to continue the conversation with a customer support representative when needed. This form of communication has since become well established and fully operational for our client. Over time, a need emerged to obtain customer feedback regarding the quality of service provided by operators during communication with players.
After a conversation ends, players have the option to rate the operator using a star-based rating system. However, many players tend to skip this evaluation because it offers no direct benefit to them. For this reason, it is beneficial to implement additional automated methods for evaluating the quality of the provided service.
OUR SOLUTION
Artificial intelligence brings many new possibilities for data evaluation. Conversations between players and operators vary significantly in terms of player engagement, communication style, and manner of expression. By leveraging artificial intelligence, we are able to monitor the communication tone of these conversations as well as the overall sentiment throughout the interaction.
Without the need to manually analyze each individual conversation in detail, artificial intelligence enables us to determine whether a particular issue can be considered resolved from the customer’s perspective. Within a defined time frame, we evaluate conversations handled by individual TIPOS operators and measure the success rate of resolving players’ issues.
RESULTS
Monitoring the course of conversations and the issue resolution rate using artificial intelligence, combined with ratings provided by TIPOS players, provides valuable insight into the performance and working methods of individual operators.
