The Call Center Intelligence Accelerator drives huge cost saving in call center operations while improving call center efficiency & customer satisfaction.
It improves the manager, call center agent, and customer experience in real-time scenarios by supporting guidance into next-best action, next-best offer, cross-sell, and up-sell as well as enabling a more personalized and efficient experience. It delivers deeper business insights for managers and enables them to evaluate call center performance far more efficiently and effectively in batch scenarios. Data insight on customer sentiment, topic analysis, and other valuable call attributes are served up in a user-friendly visual dashboard in Power BI.
This is a sample accelerator for Call Center Intelligence powered by Azure AI. It shows how Azure AI services could be used both in real-time and batch scenarios for an Intelligent Contact Center.
The diagram below depicts key components and Azure services used in this sample accelerator.
Outline the file contents of the repository. It helps users navigate the codebase, build configuration and any related assets.
| Folder | Description |
|---|---|
| azure-custom-speech | Sample data and instructions to create custom transcription model using Azure Speech service (Step 1 in above diagram). This step produces a sample custom speech model. This step also enables speech logging to capture real-time call audio. |
| azure-speech-streaming-reactjs | Java Script applications that simulates real-time call intelligence (Step 2 in above diagram). This application also captures audio conversation that could be used in the next step for batch call analytics. |
| call-batch-analytics | ARM template file and deployment guide for performing ingestion & batch analytics of calls using various Azure AI services (Step 3 in above diagram). This part of the accelerator can be used either with data output from step 2 OR using sample call recordings (if you have that). |
| powerbi | Template files and deployment guide for visualizing call insights using Power BI (Step 4 in above diagram). |
- An existing Azure Account
- Ensure you have Node.js installed. Required for
Step 2only. - Ensure you have Power BI installed. Required for
Step 4only.
This accelerator is modular and some parts can be used independently and some components depend on other steps to be completed. In summary, real-time and batch call analytics can be used independently. Below is a list of dependencies:
- Step 2 depends on Step 1 to be completed. Custom Speech model created in Step 1 is used in Step 2. Step 2 can be used without step 1 with minor code modifications (for advanced users only).
- Step 3 and Step 4 can be used independently, if you have sample call recordings. If you don't have sample call recordings, then use Step 2 to simulate business conversations and capture the recording that you could use in this step.
Follow the individual instructions for each step of the accelerator provided within above Folders.
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