Automated recruitment, sentiment analysis and quality control robots, new technologies in the outsourcing industry: CGS
In the new age of digitalization, all the processes that a company carries out acquire new values due to the latest machine learning and artificial intelligence (AI) technologies. Thus, Computer Generated Solutions (CGS) Romania, the leader of the local business process outsourcing (BPO) market, is implementing new tools meant to automate both the processes within the company and those intended for customers. Among them, the most important are recruitment, sentiment analysis, and quality control automation tools.
“Machine learning and artificial intelligence are no longer, for some time, concepts that we can ignore in the new context marked by increased digitalization. Precisely for this reason, in order to meet customers, we constantly invest in the implementation of such tools. Whether we learn the systems we have to do certain actions taking into account a pattern – machine learning, or we program artificial intelligence tools to interpret certain results based on predetermined criteria, these tools become vital especially in the outsourcing industry,” said Vladimir Sterescu, Country Manager CGS Romania.
According to him, sentiment analysis and quality control automation are tools that work together. Thus, the automated analysis and evaluation process has a wide area of applicability. In the case of a support centre, its usefulness intervenes in the automation of quality control, both for voice and written interactions. The system automatically analyses the words by converting the audio to the text, detects the tone and aspects such as the feeling of satisfaction or the determined tone, as well as the repetitiveness of certain phrases. All this information is passed through a quality framework model, as well as through an automated processing and interpretation.
“Among the main advantages of a feeling analysis system is the ability to analyse a much larger number of interactions – from 2-3% in manual system to 90% automated – thus increasing the ability to evaluate call quality, consultant performance or customer satisfaction. This also leads to a faster identification, on a larger sample, of possible customer problems. Also, detailed, and complex reporting can be modelled according to customer requirements. Also, in the case of CGS partners, the use of this system leads, first of all, to the increase of the quality of the targeted process. Having a clear perspective on most interactions, it offers new possibilities to understand the needs of end customers, to process the feedback received and to offer the possibility to make business decisions that have a direct impact on the targeted segment,” Vladimir Sterescu underlined.
In addition, sentiment analysis can identify trends in why end customers turn to support, and conclusions can lead to the implementation of rapid measures and solutions with a direct impact on cost reduction. Basically, companies can quickly improve their services according to the needs identified in the analysis.