Call Center Inteligente

Spanish Intermediate DATA & AI

Más allá del aspecto funcional de las características del servicio de voz, su propósito principal -cuando se aplica al centro de llamadas- es mejorar la experiencia del cliente. Existen tres ámbitos claros a este respecto: * El análisis posterior a la llamada, que es esencialmente el procesamiento por lotes de las grabaciones de la llamada después de la misma. * El análisis en tiempo real, que consiste en el procesamiento de la señal de audio para extraer diversos conocimientos mientras se produce la llamada (siendo el sentimiento un caso de uso destacado). * Asistentes de voz (bots), que conducen el diálogo entre el cliente y el bot en un intento de resolver el problema del cliente sin la participación del agente, o que son la aplicación de protocolos de inteligencia artificial (IA) para ayudar al agente. En esta sesión vamos a utilizar los servicios cognitivos para transcribir las llamadas y analizar la satisfacción de los clientes centrándonos principalmente en el post-análisis usando los servicios cognitivos Batch Transcription API.


Txema Balseiro

.Net Architect & ML entuasiat

Más de 15 años de experiencia en entornos .Net

David Rodriguez

CTO at Intelequia, Microsoft Regional Director and Azure MVP

I'm David Rodriguez, a Spanish Microsoft Regional Director and Azure Microsoft Most Valuable Professional, living in Tenerife, Canary Islands. On 2011, I co-founded Intelequia Software Solutions, a company focused on helping customers to adopt the cloud model, as well as the TenerifeDev user group. Over the last years I worked at DNN Corp. (a.k.a. DotNetNuke) as the Cloud Team Lead engineer, building Evoq OnDemand and the new microservices architecture for DNN Platform based products and services. I have authored some open source modules for DNN and Azure available at GitHub, allowing to integrate Azure AD, Redis, Application Insights and many other services in the platform. You can find me organizing the local user group once or twice per month, mainly talking about cloud related matters, and lately on building intelligent apps and bots with cognitive services, and of course, at the Global Azure Bootcamp in Madrid. I don't miss any Microsoft Inspire conference edition, so if you plan to go there we can meet and talk with a cup of coffee. BTW, if you come to the island, I will be happy to show you the best "guachinches" on Tenerife, only local people know the best ones.

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