In Deutsche Telekom Service we have implemented a solution for detecting customers’ intents based on the content of the conversation. It saves time of our colleagues in call center to focus on the conversation instead of clicking drop down lists for the call reason. In same time, voice analytics enables us to deep dive into the customer intents and understand where we have space for improvement of our processes. The solution provides insights into actual campaigns responses or other ad-hoc events. We can combine insights from calls with data from other systems helps us even to predicts the customer intends. However, we do not stop and explore the options to implement the voice analytics in real time.

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