Industry: Tourism
AI solution:
SOTA VOX Analytics — speech analytics platform with artificial intelligence
About the client:
The company (NDA), occupying a leading position in the tourism market of Uzbekistan and the CIS countries, combines tour operator activities and a network of travel agencies. The main focus of the business is a high level of customer service and digital transformation of processes to improve tourist satisfaction and operational efficiency.
Goals of implementing the AI solution:
Automate the assessment of the quality of work of contact center employees, systematize control over compliance with service standards and minimize the number of negative reviews from customers.
Situation before implementation:
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Dialogue assessment was carried out manually, which limited the coverage to only 2-3% of requests and reduced the objectivity of the analysis.
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Long report generation slowed down the decision-making process.
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The lack of a unified monitoring system made it difficult to control compliance with sales and service regulations.
Project stages:
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Research of business processes and adaptation of SOTA VOX Analytics to the company's internal standards.
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Integration of the platform into the existing infrastructure of the travel company's contact center.
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Training managers and operators to work with the platform.
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Test launch with fine-tuning of analysis algorithms.
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Scaling the solution to all departments and continuous monitoring of efficiency.
What tasks were solved:
Implementation of SOTA VOX Analytics provided detailed and continuous analytics of customer requests, which made it possible to build a transparent system for assessing and developing personnel.
1. Monitoring compliance with service standards
Speech analytics automatically evaluates how fully managers complete communication checklists: from greeting to booking confirmation. Average scores are formed for teams and individual employees, and visualization in the form of diagrams helps to quickly identify problem areas - for example, missing key phrases or insufficient information about booking cancellation rules, etc. This allowed us to conduct targeted additional training and consolidate best practices.
2. Analysis of dialogue parameters and their effectiveness
The platform analyzes the duration and number of pauses in conversations, allowing us to assess the confidence and preparedness of operators. It also tracks the escalation of negativity from customers and the adequacy of managers' reactions. It was found that the vast majority of employees maintain professional behavior even in difficult situations, however, some operators need additional training in handling objections.
3. Individual employee dashboards
Dashboards with key metrics have been set up for supervisors: dynamics of service quality, stress level in dialogues, statistics on compliance with checklists. Each operator has received access to a personal account, where they can track their results, compare them with team indicators and receive recommendations. This approach has increased engagement and stimulated healthy internal competition to improve the quality of work.
4. Customer Satisfaction Assessment
Based on the data from the dialogues, analytics were conducted on a satisfaction scale: "excellent", "good", "neutral", "bad", "terrible". Distribution of assessments by departments made it possible to identify the most successful units and analyze their approaches for replication in other teams.
Achieved results:
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The number of analyzed dialogues increased 8 times due to the automation of the process.
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The indicator of compliance with service standards increased by 12% over the year.
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A 25% increase in positive feedback from clients was recorded against the background of clearer and more standardized interaction.
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The quality control process became transparent, fast and automated.
According to a representative of the travel company, the SOTA VOX Analytics solution was a breakthrough for the quality control system and showed results that exceeded expectations. Now the company's management has substantiated data for decision-making and team development.
