TR2023018456A2

TR2023018456A2 - A SERVICE IMPROVEMENT SYSTEM

Info

Publication number: TR2023018456A2
Application number: TR2023/018456
Authority: TR
Inventors: Tunc Okan
Original assignee: Turkcell Teknoloji̇ Araştirma Ve Geli̇şti̇rme Anoni̇m Şi̇rketi̇
Filing date: 2023-12-26
Publication date: 2024-01-22

Abstract

Bu buluş, müşterilerin çağrı merkezi çalışanları ile yaptıkları görüşmelerin anlık olarak analiz edilmesi ve memnuniyet tahmini yapılması ile sunulan hizmetin iyileştirilmesini sağlayan bir sistem (1) ile ilgilidir.This invention relates to a system (1) that improves the service provided by instantly analyzing customers' conversations with call center employees and estimating their satisfaction.

Description

TARIFNAME Teknik Alan Bu bulus, müsterilerin çagri merkezi çalisanlari ile yaptiklari görüsmelerin anlik olarak analiz edilmesi ve memnuniyet tahmini yapilmasi ile sunulan hizmetin iyilestirilmesini saglayan bir sistem ile ilgilidir. Önceki Teknik Mevcutta müsteri ile çagri merkezi çalisani arasindaki görüsme esnasinda geçen konusmalarin ses teknolojisi araçlari ile analiz edilmesini ve müsteri memnuniyet durumlarinin belirlenmesini saglayan sistemler bulunmaktadir. Ancak mevcut sistemlerin hiçbiri gerçek zamanli olarak müsteri memnuniyeti bilgisini edinip müsteri temsilcisine bilgilendirme yapilmasini saglamamaktadir. Bu sebeple belirtilen eksiligin üstesinden gelinmesini saglayan yeni bir sisteme ihtiyaç duyulmaktadir. patent dokümaninda yapay zeka destekli çagri merkezi müsteri memnuniyeti tespit sisteminden bahsedilmektedir. Söz konusu patent dokümanina konu olan bulus bir çagri merkezi için müsteri memnuniyeti puanlarini tahmin etmeye yönelik bilgisayar uygulamali bir yöntem ve tahmin edilen müsteri memnuniyeti puanlarinin, tahmin edilen müsteri memnuniyeti skorundaki degisikliklerin belirlenmesi ve tahmin edilen müsteri memnuniyeti skorunun temel nedenlerinin belirlenmesi gibi çesitli analitik fonksiyonlari gerçeklestirmek için kullanilmasi açiklanmaktadir. Müsteri memnuniyeti puanlarinin tespitini saglamaktadir. Bazi uygulamalarda bir islem hatti, müsteri memnuniyeti puanini tahmin etmek için çagri transkriptleri ve çagri özniteligi verileri üzerinde egitilmis bir yapay zekâ modeli içeren bir çikarim motoru içerir. DESCRIPTION Technical Field This invention allows instantaneous recording of customers' conversations with call center employees. service provided by analyzing and estimating satisfaction It is about a system that enables improvement. Prior Art What is currently happening during the conversation between the customer and the call center employee? analyzing conversations with voice technology tools and customer satisfaction There are systems that enable the determination of their status. But available None of the systems obtain customer satisfaction information in real time. It does not provide notification to the customer representative. Therefore A new system is needed to overcome the stated shortcomings. is heard. Artificial intelligence-supported call center customer satisfaction was determined in the patent document system is mentioned. The invention that is the subject of the patent document in question is a To predict customer satisfaction scores for call centers a computer-implemented method and estimated customer satisfaction scores, changes in estimated customer satisfaction scores Determining the root causes of the estimated customer satisfaction score used to perform various analytical functions such as determining is explained. It enables the determination of customer satisfaction scores. Some a pipeline in applications to predict customer satisfaction score An artificial intelligence trained on call transcripts and call attribute data It includes an inference engine that contains the model.

Bulusun Kisa Açiklamasi Bu bulusun amaci, müsterilerin çagri merkezi çalisanlari ile yaptiklari görüsmelerin anlik olarak analiz edilmesi ve memnuniyet tahmini yapilmasi ile sunulan hizmetin iyilestirilmesini saglayan bir sistem gerçeklestirmektir. Brief Description of the Invention The purpose of this invention is to monitor customers' conversations with call center employees. the service provided by instantly analyzing and estimating satisfaction. To realize a system that enables improvement.

Bulusun Ayrintili Açiklamasi Bu bulusun amacina ulasmak için gerçeklestirilen “Bir Hizmet Iyilestirme Sistemi” ekli sekilde gösterilmis olup, bu sekil; Sekil 1. Bulus konusu sistemin sematik görünüsüdür. Detailed Description of the Invention “A Service Improvement System” realized to achieve the purpose of this invention It is shown in the figure below; Figure 1. Schematic view of the system subject to the invention.

Sekilde yer alan parçalar tek tek numaralandirilmis olup, bu numaralarin karsiliklari asagida verilmistir: 1 . Sistem 2. Birinci elektronik cihaz 3. Ikinci elektronik cihaz 4. Sunucu Müsterilerin çagri merkezi çalisanlari ile yaptiklari görüsmelerin anlik olarak analiz edilmesi ve memnuniyet tahmini yapilmasi ile sunulan hizmetin iyilestirilmesini saglayan bulus konusu sistem (1); -herhangi bir uzak iletisim protokolünü kullanarak uzak sunucular ile veri alisverisi gerçeklestirmek üzere iletisim kurabilen ve müsteri tarafindan kullanilan en az bir birinci elektronik cihaz (2), -herhangi bir uzak iletisim protokolünü kullanarak uzak sunucular ile veri alisverisi gerçeklestirmek üzere iletisim kurabilen ve çagri merkezi çalisani tarafindan kullanilan en az bir ikinci elektronik cihaz (3), -müsteri ve çagri merkezi çalisani arasinda birinci elektronik cihaz (2) ve ikinci elektronik cihaz (3) ile gerçeklestirilen sesli görüsme sirasinda çagri kaydi alinmasini, kayittaki ses verisinin metin verisine dönüstürülmesini, metnin analiz edilmesini, görüsmenin geçmis memnuniyet degerlendirmeleri ile karsilastirilmasini, karsilastirma sonucuna göre bir tahminleme modeli olusturulmasini, model ile görüsme esnasinda gerçek zamanli olarak müsteri memnuniyeti tahmin edilmesini, tahminin çagri merkezi çalisanina anlik geri bildirim olarak iletilmesini ve çagri merkezi çalisanina müsteri memnuniyeti için alabilecegi aksiyonlarin sunulmasini saglayan en az bir sunucu (4) içermektedir. The parts in the figure are numbered one by one, and the corresponding numbers are is given below: one . System 2. First electronic device 3. Second electronic device 4. Server Instant analysis of customers' conversations with call center employees improving the service provided by evaluating and estimating satisfaction The system according to the invention (1); -exchanging data with remote servers using any remote communication protocol At least one device used by the customer that can communicate to perform first electronic device (2), -exchanging data with remote servers using any remote communication protocol by the call center employee who can communicate to carry out at least one second electronic device used (3), -between the customer and the call center employee, the first electronic device (2) and the second Call recording during voice conversation made with electronic device (3) recording, converting the audio data in the recording into text data, analyzing the text the interview should be based on past satisfaction evaluations. A prediction model is made based on the comparison result. client in real time during the meeting with the model. predicting customer satisfaction, providing instant feedback to the call center employee. be delivered as a notification and sent to the call center employee for customer satisfaction. It contains at least one server (4) that provides the presentation of possible actions.

Bulus konusu sistemde (1) yer alan birinci elektronik cihaz (2), müsteri tarafindan ikinci elektronik cihaza (3) dogru çagri baslatmak ve görüsme yapmak üzere kullanilan, veri girisi yapilmasini saglayan dokunmatik ekran veya tus takimina ve ses alisverisi için mikrofon ve hoparlöre sahip akilli telefon, tablet bilgisayar veya tasinabilir bilgisayar olan bir cihazdir. Söz konusu birinci elektronik cihaz (2), teknigin bilinen durumunda yer alan herhangi bir uzak iletisim protokolünü kullanarak sunucu (4) ile baglanti kurmak ve kurulan bu baglanti üzerinden sunucu (4) ile veri alisverisi gerçeklestirmek üzere yapilandirilmaktadir. Bulusun tercih edilen uygulamasinda birinci elektronik cihaz (2), sunucu (4) ile Internet seklinde bir veri yolu kullanarak veri alisverisi gerçeklestirmek üzere yapilandirilmaktadir. The first electronic device (2) in the system (1) subject to the invention is designed by the customer. to initiate a call to the second electronic device (3) and make a conversation. touch screen or keypad used to enable data entry and Smartphone, tablet computer or smartphone with microphone and speaker for voice exchange It is a device that is a portable computer. The first electronic device (2) in question is any remote communication protocol in the state of the art to establish a connection with the server (4) and to access the server via this connection. It is configured to exchange data with (4). Find your choice In the above application, the first electronic device (2) communicates with the server (4) in the form of the Internet. It is configured to exchange data using a data bus.

Bulus konusu sistemde (1) yer alan ikinci elektronik cihaz (3), çagri merkezi çalisani tarafindan birinci elektronik cihazdan (2) gelen çagrilari yanitlamak üzere kullanilan, veri girisi yapilmasini saglayan dokunmatik ekran veya tus takimina ve ses alisverisi için mikrofon ve hoparlöre sahip akilli telefon, sabit telefon, tablet bilgisayar veya tasinabilir bilgisayar olan bir cihazdir. Söz konusu ikinci elektronik cihaz (3), teknigin bilinen durumunda yer alan herhangi bir uzak iletisim protokolünü kullanarak sunucu (4) ile baglanti kurmak ve kurulan bu baglanti üzerinden sunucu (4) ile veri alisverisi gerçeklestirmek üzere yapilandirilmaktadir. The second electronic device (3) in the system (1) subject to the invention is the call center by the employee to answer calls coming from the first electronic device (2). touch screen or keypad used to enable data entry and Smartphone, landline phone, tablet with microphone and speaker for voice exchange A device that is a computer or portable computer. The second electronic device (3), any remote communication device in the state of the art to establish a connection with the server (4) using the protocol and to It is configured to exchange data with the server (4) via .

Bulusun tercih edilen uygulamasinda ikinci elektronik cihaz (3), sunucu (4) ile Internet seklinde bir veri yolu kullanarak veri alisverisi gerçeklestirmek üzere yapilandirilmaktadir. In the preferred application of the invention, the second electronic device (3) is connected to the server (4). To exchange data using a data path such as the Internet is being configured.

Bulus konusu sistemde (1) yer alan sunucu (4), teknigin bilinen durumunda yer alan herhangi bir iletisim protokolünü kullanarak birinci elektronik cihaz (2) ve ikinci elektronik cihaz (3) ile iletisim kurmak ve kurulan bu iletisim üzerinden birinci elektronik cihaz (2) ve ikinci elektronik cihaz (3) ile veri alisverisi gerçeklestirmek üzere yapilandirilmaktadir. Sunucu (4), birinci elektronik cihaz (2) ile ikinci elektronik cihaz (3) arasinda baslatilan çagrilarin kayit altina alinmasini ve ses verileri toplanmasini saglamak üzere yapilandirilmaktadir. Sunucu (4), ses verilerinin çagri içerigini daha iyi analiz edebilmek adina otomatik konusma tanima (ASR - Automatic Speech Recognition) teknolojisi kullanilarak metin verisine dönüstürülmesini saglamak üzere yapilandirilmaktadir. Sunucu (4), çagri merkezi çalisanin ve müsterinin hangi ifadeleri veya yaklasimlari kullandigini anlamaya yardimci olmak için metin verilerinin çagri sirasinda kullanilan kelimeler, cümle yapilari ve tonlama gibi özellikler açisindan analiz edilmesini saglamak üzere yapilandirilmaktadir. Sunucu (4), önceki memnuniyet degerlendirmelerinin, belirli ifadelerin veya yaklasimlarin yüksek veya düsük memnuniyet notlarina yol açtigini gösteren bir referans saglamasi sebebiyle geçmis çagrilarin memnuniyet degerlendirmeleri ile yeni çagrinin içeriginin karsilastirilmasini saglamak üzere yapilandirilmaktadir. Sunucu (4), çagri sirasinda gerçeklesen hangi ifadelerin veya tonlamanin yüksek veya düsük notlarla iliskilendirildigini belirlemek üzere analiz sonuçlarina dayanarak, bir tahminleme modeli olusturmak ve yeni çagrinin müsteri memnuniyetinin tahmin edilmesini saglamak üzere yapilandirilmaktadir. Sunucu (4), yeni bir çagri basladiginda müsteri ve çagri merkezi çalisaninin es zamanli olarak kullandigi kelimelerin analiz edilmesini ve gerçek zamanli olarak müsteri memnuniyeti tahminlenmesini saglamak üzere yapilandirilmaktadir. Sunucu (4), çagri devam ederken müsterinin memnuniyetini göstermek ve olasi düsük notlari telafi etme firsati sunmak için tahminleme sonuçlarinin çagri merkezi çalisanina ikinci elektronik cihaz (3) ekranindan görüntülenmek üzere anlik olarak sunulmasini saglamak üzere yapilandirilmaktadir. Sunucu (4), her memnuniyet notu için daha önceden tanimlanmis aksiyon önerilerinin çagri merkezi çalisaninin hizmetinin notunu yükseltmesi ve telafi etmesi için yönlendirici olarak çagir merkezi çalisanina ikinci elektronik cihaz (3) üzerinden sunulmasini saglamak üzere yapilandirilmaktadir. The server (4) in the system (1) that is the subject of the invention is a server (4) in the known state of the art. using any communication protocol between the first electronic device (2) and the second to communicate with the electronic device (3) and through this communication, the first to exchange data with the electronic device (2) and the second electronic device (3). It is structured as follows. The server (4) connects with the first electronic device (2) and the second Calls initiated between the electronic device (3) are recorded and audio It is structured to enable data collection. Presenter (4), voice automatic speech recognition to better analyze the call content of data text data using (ASR - Automatic Speech Recognition) technology. It is configured to ensure conversion. Server (4), call center Understand what expressions or approaches the employee and the customer are using words, sentences used during the call of text data to help to be analyzed in terms of features such as structures and intonation. is being configured. The presenter (4) stated that previous satisfaction evaluations, certain statements or approaches lead to high or low satisfaction ratings. Satisfaction of past calls as it provides a reference that shows To ensure comparison of the content of the new call with the evaluations is being configured. The server (4) determines which statements or statements occurred during the call. analyzed to determine whether intonation is associated with high or low notes based on the results, to create a forecasting model and It is structured to enable prediction of satisfaction. Presenter (4), when a new call starts, the customer and the call center employee communicate simultaneously. Analyzing the words used as a customer service in real time It is structured to ensure satisfaction prediction. Server (4), to show the customer's satisfaction and possible low ratings while the call is ongoing the prediction results to the call center employee to provide an opportunity for compensation. instantly to be displayed on the screen of the second electronic device (3). It is structured to ensure that it is presented. Server (4), every satisfaction for the call center employee to make previously defined action suggestions for the note. call as a referrer to upgrade and compensate for his service to ensure that it is presented to the central employee via the second electronic device (3). It is structured as follows.

Bulusun Sanayiye Uygulanmasi Bulus konusu sistem (1) ile müsteri memnuniyetini artirmak ve hizmet kalitesini yükseltmek amaçlanmaktadir. Sistem (1) ile müsteri temsilcileri daha iyi hizmet sunar ve müsteri memnuniyeti arttikça müsteri bagliligi güçlenir. Application of the Invention to Industry Increasing customer satisfaction and improving service quality with the system (1) subject to the invention. It is intended to raise. Customer representatives can provide better service with System (1). and as customer satisfaction increases, customer loyalty becomes stronger.

Bu temel kavramlar etrafinda, bulus “Bir Hizmet Iyilestirme Sistemi (1)” ile ilgili çok çesitli uygulamalarin gelistirilmesi mümkün olup, bulus burada açiklanan örneklerle sinirlandirilamaz, esas olarak istemlerde belirtildigi gibidir. Around these basic concepts, the invention is related to “A Service Improvement System (1)”. It is possible to develop a wide variety of applications, and the invention described herein It cannot be limited to examples, it is essentially as stated in the claims.

Claims

STEMS . Ensuring that the service provided is improved by instantly analyzing customers' conversations with call center employees and estimating their satisfaction; -at least one first electronic device (2) used by the customer that can communicate with remote servers to exchange data using any remote communication protocol, -a call center employee that can communicate with remote servers to exchange data using any remote communication protocol At least one second electronic device (3) used by the customer and the call center employee - recording the call during the voice conversation between the customer and the call center employee with the first electronic device (2) and the second electronic device (3), converting the voice data in the recording into text data, analyzing the text. It enables the call center employee to be compared with past satisfaction evaluations, to create a prediction model based on the comparison results, to estimate customer satisfaction in real time during the call with the model, to transmit the prediction as instant feedback to the call center employee and to present the actions that the call center employee can take for customer satisfaction. A system (1) characterized by containing at least one server (4). . The first electronic device (2), which is a smartphone, tablet computer or portable computer used by the customer to initiate calls and make calls to the second electronic device (3) and has a touch screen or keypad that allows data entry and a microphone and speakers for voice exchange. A characterized as in claim 1. A system (1) as in Claim 1 or 2, characterized by the first electronic device (2) configured to establish a connection with the server (4) using any remote communication protocol and to exchange data with the server (4) through this established connection. A system (1) as in Request 3, characterized by the first electronic device (2) configured to exchange data with the server (4) using a data bus in the form of the Internet. . The second electronic device (3), which is a smartphone, landline phone, tablet computer or portable computer with a touch screen or keypad for data entry and a microphone and speaker for voice exchange, used by the call center employee to answer calls from the first electronic device (2). A system (1) as in any of the above claims, characterized by ). . A system as in any of the above claims, characterized by the second electronic device (3) configured to establish a connection with the server (4) using any remote communication protocol and to exchange data with the server (4) over this connection. A system (1) as in Request 6, characterized by a second electronic device (3) configured to exchange data using a data bus. . With the server (4) configured to communicate with the first electronic device (2) and the second electronic device (3) using any communication protocol and to exchange data with the first electronic device (2) and the second electronic device (3) over this communication. A system characterized in any of the above claims (1). A system (1) as in any of the above claims, characterized by a server (4) configured to record the calls initiated between the first electronic device (2) and the second electronic device (3) and collect voice data. A system (1) as in any of the above claims, characterized by the server (4) configured to enable the conversion of voice data into text data using automatic speech recognition (ASR) technology in order to better analyze the call content. A system (1) as in any of the above claims, characterized by a server (4) configured to enable text data to be analyzed in terms of features such as words used during the call, sentence structures and intonation, in order to help understand which expressions or approaches the call center employee and customer use. . A system (1) as in any of the above claims, characterized by the server (4) configured to enable comparison of the content of the new call with the satisfaction evaluations of past calls, since previous satisfaction evaluations provide a reference showing whether certain expressions or approaches lead to high or low satisfaction scores. A customer as in any of the above claims, characterized by the server (4) configured to create a prediction model and to ensure the prediction of customer satisfaction of the new call, based on the analysis results to determine which expressions or intonations occurring during the call are associated with high or low marks. and a system (1) as in any of the above claims, characterized by a server (4) configured to analyze the words used simultaneously by the call center employee and estimate customer satisfaction in real time. A system as in any of the above claims, characterized by the server (4) configured to ensure that the prediction results are instantly presented to the call center employee to be displayed on the screen of the second electronic device (3) while the call is ongoing, in order to show the customer's satisfaction and offer the opportunity to compensate for possible low scores. A system (1) as in any of the above claims, characterized by the server (4) configured to ensure that the previously defined action suggestions for the satisfaction score are presented to the call center employee via the second electronic device (3) as a router in order to increase and compensate the call center employee's service rating. ).