Introduction
This is Abe from the Lakehouse Department of the GLB Division. I wrote an article summarizing the content of the session based on the report by Mr. Gibo, who is participating in Data + AI SUMMIT2023 (DAIS) on site.
Articles about the session at DAIS are summarized on the special site below. I would appreciate it if you could see this too.
https://www.ap-com.co.jp/data_ai_summit-2023/
Real-time Streaming Solution for Call Center Analytics
This time, I will cover a talk about a real-time streaming solution for call center analytics. The speaker was Natalia Demidova (Director-Solution Principal of Hitachi Solutions America). 'Real-Time Streaming Solution for a Call Center Analytics: Business Challenges and Technical Enablement'.
This talk delves into technical enablers to address business challenges. It is very interesting for engineers who are interested in data & AI, businessmen who are interested in call centers, and engineers who are interested in real-time stream solutions.
Let's take a look at the contents of the lecture!
Benefits of real-time streaming solutions
In the call center industry, there is a demand for more efficient customer service and improved service quality. Meanwhile, the real-time stream solution for call center analysis developed by Hitachi Solutions is attracting attention. The solution enables real-time data analysis and provides a technical enabler for addressing business challenges.
Implementing a data ingestion pipeline
The talk introduced the implementation of two data ingestion pipelines that pull data from Genesys Cloud. The pipeline processes the data into a streaming dataset and was shown to work in two use cases.
- Acquiring data from Genesys Cloud
- Data preprocessing and transformation
- Store data in streaming dataset
- Provide real-time metrics
You can see that we are doing data transformations within the medallion architecture and using Databricks jobs for data acquisition and visualization.
Agent performance management and report development
Two operational reports have been developed for call center agents to use to manage their performance during work hours. These reports are important tools for agents to understand and improve their performance.
- Real-time call status report: This is a report that allows agents to see the current call status in real time. It includes information such as call status, wait time, and handle time.
- Personal Performance Report: This is a report that allows agents to see their performance in detail. Includes metrics such as call handling times, resolution rates, and customer satisfaction.
Summary
In this talk, we learned about a real-time stream solution for call center analytics. The solution enables real-time data analysis and provides a technical enabler for addressing business challenges. Specific efforts such as implementing a data ingestion pipeline and developing reports useful for agent performance management were introduced. We will continue to pay attention to technological progress in this field.
Conclusion
This content based on reports from members on site participating in DAIS sessions. During the DAIS period, articles related to the sessions will be posted on the special site below, so please take a look.
Translated by Johann
Thank you for your continued support!
