Description: automation of checking the effectiveness of advertising campaigns and evaluating the activities of advertising agencies and evaluating the conversion rate in the customer acquisition funnel at the stage of processing a phone call from a client to a contact centre operator requires an assessment of the probability of one of the specified events in the conversation between the contact centre operator and the client, based on a recording of a phone conversation presented as text. These events are the target customer actions and intents of the call.
Context: the company launches an advertising campaign that aims to create a flow of requests to the contact centre on a specific topic (for example, to sign up for a test drive of a car). The effectiveness of such campaigns is difficult to measure since you need to understand the content of each dialogue. Manual dialogue markup was an inefficient process.
Decision: it was suggested to build a dialogue tagging model based on the created annotation.
Results: The solution is built and adapted for:
Car dealer companies;
Real estate sales companies;
Companies-medical centres.
Integration into the BI cloud platform automation of CRM management for the customer's clients:
CRM completion is 40% more and 20% more accurate;
Automation of measuring the level of conversion in the channels to attract;
Reduce labour costs by 60%;
To build the model, we used:
Dialogues between contact centre operators and the client divided by replicas;
Information about the presence of events in the dialogues;