Analyticalls
Web application that uses speech analytics to improve customer experience in call centers.
Introduction
Analyticalls was a really interesting project focused on improve the customer experience in call centers. The fronted was made with VueJS and TailwindCSS, using a framework called Quasar.
Features
It offered a ton of features, but the main one was the ability to see the analytics of the calls made by the agents.
Dashboard
In this page, we can see a list of calls and agents that had a score based on the speech they made. Each word was parsed with a machine learning model and the score was calculated based on the probability of the word being positive or negative.
Call's details
We offered a more detailed view of the call with the agent's information, score, duration, dates, transcriptions... We also had a player to replay the audio of the call.
Clustering
One of the most interesting features of the application was the ability make agrupations of calls based on some filters. For example, we could see the calls that were made by the same agent, or the calls that had special words in the transcriptions.
Current state
Even being a innovative idea, the team doesn't reached the financial support needed and they decided to stop working on the project.
