Comprehensive AI-Powered Solution For Call Center
SUMMARY A call center encountered the issue of manually placing thousands of calls each day, resulting in considerable time wasted dealing with automated answering systems. In search of a solution, the client turned to us to implement automation in their operations, with the goal of optimizing their calling process and effectively handling the high call volume. The project required the automatic identification of answering machines based on the respondent's voice, alongside further automation of the call workflow. To address the challenge of recognizing answering machines, our team employed algorithms from scikit-learn, including LightGBM, CatBoost, and XGBoost. Following extensive testing and validation, we selected the best-performing algorithm, achieving 98% precision and 97% recall. Additionally, we used the Librosa library for sound processing and analysis to ensure precise and efficient management of audio data. TECH STACK Scikit-learn, Librosa, Digital Ocean, Django, Python DELIVERY TIMELINE Solution Architecture Design (1 week) Data Collection & Preprocessing (2 weeks) Answering Machine Detection Model Development (2 weeks) SOLUTION The initial step involved gathering thousands of the client’s call recordings and categorizing them into two groups: calls answered by humans and those handled by answering machines. Using this dataset, we set out to create a detection model. We evaluated both neural network methods and traditional machine learning techniques. Ultimately, we opted for the classical approach, achieving commendable results with 98% precision and 97% recall in our validation tests, which facilitated swift and accurate detection of answering machines, crucial for improving the client's call process.