Ender Turing SaaS by Lidiia Suslova |
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| DESIGN NAME: Ender Turing PRIMARY FUNCTION: SaaS 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. UNIQUE PROPERTIES / PROJECT DESCRIPTION: 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. OPERATION / FLOW / INTERACTION: 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. PROJECT DURATION AND LOCATION: 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. FITS BEST INTO CATEGORY: Interface, Interaction and User Experience Design |
PRODUCTION / REALIZATION 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. SPECIFICATIONS / TECHNICAL PROPERTIES: 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 RESEARCH ABSTRACT: 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. 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. ADDED DATE: 2023-02-27 15:22:49 TEAM MEMBERS (1) : IMAGE CREDITS: Lidiia Suslova, 2022. PATENTS/COPYRIGHTS: 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 |
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| Visit the following page to learn more: https://enderturing.com/ | |||||
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NAME: Ender Turing PROFILE: Ender Turing is a system powered by artificial intelligence that assists companies in managing customer interactions. The system analyzes calls and chats in real-time to provide feedback to customer service agents, highlighting areas for improvement. This feature helps agents to immediately adjust and improve their behavior, which can lead to better customer experiences and higher satisfaction rates. Compared to traditional quality management systems, Ender Turing is much faster, reviewing calls and chats up to 20 times quicker than a human reviewer. This speed provides companies with the ability to identify and address issues more rapidly, resulting in significant cost savings. Another advantage of Ender Turing is its ability to offer self-coaching prescriptions to agents. When an issue is identified in a call or chat, the system can provide specific recommendations on how to improve performance. This real-time feedback helps agents to continuously enhance their skills and performance. Overall, Ender Turing is an innovative solution for real-time customer interaction management that has the potential to improve customer satisfaction and a business's bottom line. It is an easy-to-implement solution that can provide benefits to organizations in a matter of weeks. |
| AWARD DETAILS | |
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Ender Turing Saas by Lidiia Suslova is Winner in Interface, Interaction and User Experience Design Category, 2022 - 2023.· Press Members: Login or Register to request an exclusive interview with Lidiia Suslova. · Click here to register inorder to view the profile and other works by Lidiia Suslova. |
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