Call Center Audios
Introduction
The API /virtualbot/extract_from_audio/ is an advanced tool designed to analyze audio files (such as MP3s and other formats), extracting key information and performing advanced analyses on the audio content. This service can identify and extract specific data such as license plate numbers, materials, weights, names, dates, or any other relevant information present in the audio. Additionally, it can perform analyses of intent, sentiment, audio topics, and even generate detailed summaries.
Functionality of the API /virtualbot/extract_from_audio
Endpoint: POST /virtualbot/extract_from_audio
Input Parameters:
– Audio File: Can be in MP3 format or other standard audio formats.
– Instructions or Requirements: Specifications on what to extract or analyze from the audio, such as specific information (numbers, names, data), sentiment analysis, summary generation, etc.
Output:
– A JSON containing the results of the analysis, tailored to the user’s requirements.
Example Request:
– Input Audio: The audio contains the phrase: “My license plate number is 122122 and I’m carrying 200 kg of stone.”
– Requirement: Extract the license plate, material, and weight.
Example JSON Response:
{
"license_plate": "122122",
"material": "stone",
"weight": "200 kg"
}
Customer Service Center Sector (Call Centers)
Customer Service Centers (Call Centers) are essential for interactions between businesses and customers. They handle large volumes of calls that contain valuable information about customer needs, complaints, and opinions. The API /virtualbot/extract_from_audio offers solutions to automate and improve the analysis of these interactions, allowing companies to extract key information and gain insights that enhance efficiency and quality of customer service.
Applications in Call Centers:
- Automation of Call Analysis:
– Description: The API can automatically transcribe and analyze incoming and outgoing calls, extracting important information such as personal data, reasons for the call, specific requests, and more.
– Benefit: Reduces the need for manual transcriptions and speeds up the analysis process, allowing staff to focus on more strategic tasks.
- Detection of Intent and Sentiment:
– Description: The API can identify the customer’s intent (e.g., making a purchase, filing a complaint, requesting support) and analyze the sentiment (positive, neutral, negative) expressed during the call.
– Benefit: Helps companies measure customer satisfaction and identify areas for improvement in their services.
- Extraction of Specific Information:
– Description: Allows extraction of specific data mentioned by the customer, such as account numbers, addresses, event dates, products mentioned, among others.
– Benefit: Facilitates database updates and streamlines internal processes, reducing errors associated with manual data entry.
- Generation of Automatic Summaries:
– Description: The API can generate summaries of calls, highlighting the key points discussed during the conversation.
– Benefit: Allows supervisors and management teams to quickly review customer interactions without having to listen to each entire call.
- Regulatory Compliance and Quality:
– Description: Helps verify that agents adhere to established scripts and protocols, including mandatory legal notices and privacy policies.
– Benefit: Ensures compliance with regulations such as GDPR or Data Protection Laws, avoiding potential penalties and improving customer trust.
Examples of API Usage in Call Centers
- Extraction of Customer Data and Requests
Input Audio:
“Good afternoon, my name is Juan Pérez, my customer number is 987654. I would like to report an issue with my internet service that has been intermittent for three days.”
Requirement:
– Extract the customer’s name, customer number, affected service, and reported issue.
Example API Request:
{
"instructions": "Extract customer name, customer number, affected service, and reported issue."
}
API Response:
{
"customer_name": "Juan Pérez",
"customer_number": "987654",
"affected_service": "internet",
"reported_issue": "intermittent issue for three days"
}
- Sentiment Analysis and Intent Detection
Input Audio:
“I am very upset because my bill arrived with charges I don’t recognize. I need someone to explain what’s going on.”
Requirement:
– Analyze the sentiment and determine the customer’s intent.
Example API Request:
{
"instructions": "Analyze the sentiment and determine the customer's intent."
}
API Response:
{
"sentiment": "Negative",
"intent": "Complaint about unrecognized charges on the bill"
}
- Generation of Call Summaries
Input Audio:
A 10-minute call where the customer inquires about available plans and eventually signs up for a new service.
Requirement:
– Generate a summary of the call.
Example API Request:
{
"instructions": "Generate a summary of the call, highlighting key points."
}
API Response:
{
"summary": "The customer inquired about available plans. Three options were offered, and they chose to sign up for the premium plan. Installation was scheduled for next Monday."
}
Advantages of Using the API in Customer Service Centers
- Operational Efficiency:
– Automates manual processes, allowing staff to focus on more complex and value-added tasks.
- Improvement in Service Quality:
– Provides real-time insights into customer interactions, allowing for quick adjustments and improvements in service protocols.
- Regulatory Compliance:
– Helps ensure that interactions comply with privacy and data protection regulations, such as GDPR or local data protection laws.
- Trend Analysis and Metrics:
– Facilitates data collection for trend analysis on requests and issues reported by customers.
- Cost Reduction:
– Decreases the need for resources dedicated to manual call transcription and analysis.
- Enhancement of Customer Experience:
– By better understanding customer needs and sentiments, companies can tailor their services to increase satisfaction and loyalty.
Summary
The API /virtualbot/extract_from_audio is an essential tool for Customer Service Centers, enabling the automation and enhancement of customer interaction analysis. By extracting key information, analyzing sentiments and intentions, and generating call summaries, the API helps companies improve operational efficiency, ensure regulatory compliance, and elevate the quality of customer service. Its implementation can lead to a better customer experience, increased satisfaction, and significant competitive advantages in the market.
