The client wanted an automated system to analyze sales calls to improve sales scripts, resulting in better customer service. So, we worked on creating a system that recorded sales calls and automated the analyzing process to assess sales agents' performance and improve business operations. Compare the standard sales script with the text generated from audio speech files of the sales agent to improve the sales script and analyze the sales calls.
A leading beauty e-commerce store that offers multiple brands.
Stage 1
Stage 2
Webapp to receive and make calls with a Dialpad and other call options
Webapp to show logs of calls and download recordings & generated texts
Webapp as a dashboard to visualize the analysis of the text analysis and call analysis
Database to store the scripts, & recordings of the calls integrated with the Twillio account
Model for the semantic similarity between text generated and script
Model for word for word match
Models for Phrase-to-Phrase match
Models for sentiment score and analysis
Integration of ML models with the webapp
Deployment on the local server
Quantitative Analysis of the Text Generated
The requirements for the project are
Twillio generates call recordings in real-time, so actual calls are required even for development.
We utilized our clients' real-time call recordings data to carry out the development process. We had to set up a system for automating data transfer every day.
The models can only be trained and tested on actual data, which is not available openly.
As call recordings of individuals are unavailable openly, we had to limit our ML training to data available through the client.
The standard sales scripts are not fixed and vary with business. These scripts are not available readily.
We had to do extensive research on standard sales scripts, apart from the one the client gave. We extracted data online on standard scripts to create the ideal sales pitch and assessed the call recordings compared to these standards.
A complete system that allows the client to utilize sales call analysis to determine the scope of improvement, along with data visualization to offer a concise and accurate assessment of recorded call analysis.