Ender Turing Skambučių centro analitikos programinė įranga by Lidiia Suslova is a highly esteemed winner of the very prestigious 2023 Bronzinis apdovanojimas A' Design Award in Sąsajos, sąveikos ir naudotojo patirties dizainas Competition Category.
BronzinisSąsaja· 2023
Ender Turing Skambučių centro analitikos programinė įranga
Client: Ender Turing
Bronzinis apdovanojimas A' Design Award Winner in Sąsaja Category
Verified Award Winner
Verify Award Status for #149673The Design
About Ender Turing Skambučių centro analitikos programinė įranga
„Ender Turing“ yra debesijos programinės įrangos platforma skambučių centro kokybės valdymui. Realaus laiko informacijos suvestinė leidžia prižiūrėtojams ir vadovams stebėti našumą su gyvai atnaujinamais duomenimis. Rodomi rodikliai apima skambučių kiekį, vidutinę aptarnavimo trukmę, klausimo išsprendimą per pirmą skambutį, klientų pasitenkinimo įvertinimus ir agentų prieinamumą. Automatinis skambučių ir pokalbių išankstinis vertinimas sutrumpina kokybės peržiūras, o lankstūs filtrai leidžia pasirinkti nedidelę imtį vietoj visų pokalbių. Vertinimo korteles galima kurti ir redaguoti be inžinerinio palaikymo. Sąsaja siūloma daugiau nei dešimčia kalbų.
The Recognition
About the Bronzinis apdovanojimas A' Design Award
Ender Turing Skambučių centro analitikos programinė įranga laimėjo Bronzinį apdovanojimą A' Design Award, labai prestižinį pripažinimą, skiriamą išskirtiniams dizainams, kuriuos žymi kūrybiškumas, išradingumas ir sumanumas. Bronzos laureatai yra pakankamai įgudę ir stulbinamai kūrybingi dirbiniai, patvirtinantys jų kūrėjų didelę patirtį, vaizduotę ir išteklių gausą. Tikimasi, kad Ender Turing Skambučių centro analitikos programinė įranga bus aukštai vertinamas, žavimas ir brangus daiktas, žymiai profesionalus ir novatoriškas. Šis Bronziniu apdovanojimu įvertintas dizainas įtraukia geriausias praktikas mene, moksle, dizaine ir technologijose ir yra puikus dėl dėmesio detalėms. Ender Turing Skambučių centro analitikos programinė įranga puikiai tenkina poreikius, paliečia troškimus, žavi jausmus ir traukia smalsumą.
Behind the Design
Press Kit
Credits, team members and technical details provided by the designer.
- Unique Properties
- A real-time dashboard allows supervisors and managers to monitor call center KPIs and agent progress with live updates. It displays metrics such as call volume, average handle time, first call resolution, customer satisfaction scores, and agent availability. This helps identify areas of improvement, detect issues, and optimize call center performance through proactive management and data-driven decision-making, leading to improved efficiency, customer satisfaction, and business outcomes.
- Dimensions & Packaging
- The primary function of Ender Turing engine is to help users create and train AI models that can understand and generate human-like language. The platform provides a range of NLP capabilities, including text classification, sentiment analysis, entity recognition, language translation, and text summarization, among others. Users can build custom models using Ender Turing's drag-and-drop interface or integrate pre-trained models into their applications using the platform's API.
- Tags
- Artificial intelligence (AI), Natural language processing (NLP), Machine learning, Text classification, Sentiment analysis, Data processing, Text summarization API, Cloud-based platform, Language modeling, Text mining, Call center, Scoring
- Production Technology
- We used a data-driven design approach to gather feedback for our design, which involved observing and interviewing customers of the product. All of our decisions were based on identifying user pain points and areas of frustration. As a result, we developed a product solution that eliminates most pain points for call center supervisors, increases their productivity, reduces stress and frustration, and features an intuitive UX interface covered with more than 10 language options.
- Design Challenge
- Experiments were done to test hypotheses and validate design decisions. We found that our users are non-technical and prefer a more prominent communication style. We avoid using complex logic constructions and heavy interface decisions. Our UX solutions are continuously simplified.
- Research
- As we maintain ongoing communication with our end users, including data center supervisors and stakeholders, we have collected data through a range of research methods, such as interviews, surveys, and observations.
This has allowed us to gain valuable insights into usesr needs, preferences, and behaviors, which will inform the design of effective solutions that meet their specific requirements. - Inspiration
- Call centers handle up to 1000 calls per agent per day. Measuring and analyzing this data with metrics similar to those used by humans is crucial to improve client service and call center productivity. A productive call center saves businesses revenue and promotes polite and friendly communication with customers, enhancing a business's reputation, improving customer satisfaction, and increasing their overall quality of life.
- Project Duration
- The project started in June 2020 in Tallinn, Estonia. The Design for the Project started at January 2022 and still developing and enhancing. Product was nominated as winner at Latitude59 pitching competition in May 2022, Tallinn, Estonia and took 2nd place at Infoshare Startup Contest where been selected among 500 startups from all over the world in October 2022, Gdansk, Poland.
- Operation Flow
- Our solution provides a 20-fold increase in speed for scoring calls and chats. This is made possible by automated AI pre-scoring and call center quality assurance. Using flexible filters, you can randomly select only a small number of calls and chats for quality monitoring, rather than monitoring all of them.
Moreover, our system allows for flexible setup of scorecards with no limitations. This means that you will no longer need engineers or Excel sheets to modify or create new scorecards. - Patents
- Scientific publications:
1. Transferability Evaluation of Speech Emotion Recognition Between Different Languages
January 2022
DOI:10.1007/978-3-031-04812-8_35
In book: Advances in Computer Science for Engineering and Education (pp.413-426)
Ievgen Iosifov
Olena Iosifova
Oleh Romanovskyi
Vladimir Sokolov
2. Automated Pipeline for Training Dataset Creation from Unlabeled Audios for Automatic Speech Recognition
July 2021
DOI:10.1007/978-3-030-80472-5_3
In book: Advances in Computer Science for Engineering and Education IV (pp.25-36)
Oleh Romanovskyi
Ievgen Iosifov
Olena Iosifova
Vladimir Sokolov
3. Analysis of Automatic Speech Recognition Methods
January 2021
Conference: Cybersecurity Providing in Information and Telecommunication SystemsAt: Kyiv, Ukraine
Olena Iosifova
Ievgen Iosifov
Vladimir Sokolov
Oleh Romanovskyi
Igor Sukaylo
4. Sentence Segmentation from Unformatted Text using Language Modeling and Sequence Labeling Approaches
October 2020
DOI:10.1109/PICST51311.2020.9468084
Conference: 2020 IEEE International Conference on Problems of Infocommunications. Science and Technology (PIC S&T)
Ievgen Iosifov
Olena Iosifova
Vladimir Sokolov
5. Methods and components of natural language processing
August 2020 Adaptive automatic control systems 1(36):93-113
DOI:10.20535/1560-8956.36.2020.209780
Olena Iosifova
Ievgen Iosifov
Oleksandr Rolik
6. Techniques Comparison for Natural Language Processing
June 2020
DOI:10.5281/zenodo.3895814
Conference: 2nd International Workshop on Modern Machine Learning Technologies and Data ScienceAt: Lviv-Shatsk, Ukraine
Olena Iosifova
Ievgen Iosifov
Oleksandr Rolik
Vladimir Sokolov
Sponsored
Explore Beyond Designers.org
Discover products, services and opportunities from our advertising partners.
More to Explore
Related Designs
Explore more award-winning designs from the same category, selected by merit.
