Promise management apparatus and method
Method for managing a promises management apparatus comprises automatically transcribing, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus. The method comprises automatically extracting, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call, generating promises data by assigning an agent, a type, a timeline, an action, and a mode of execution to the promise, and storing the promises data in a datastore.
1. A method for managing a promises management apparatus, the method comprising:
automatically transcribing, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus;
automatically extracting, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call;
generating promises data by assigning an agent, a type, a timeline, an action, and a mode of execution to the promise; and
storing the promises data in a datastore.
2. The method of claim 1 , wherein the mode of execution comprises a mode of communication employed to communicate with the caller, a rank of an agent assigned to communicate with the caller, and a place of origin of the communication to the caller.
3. The method of claim 1 further comprising:
retrieving the promises data from the datastore; and
displaying the promises data in a graphical user interface (GUI).
4. The method of claim 3 , wherein displaying the promise data in the GUI comprises displaying in one or more fields of the GUI:
a status for a day;
a first call resolution (FCR) board;
a list of one or more promises; and
a status of the one or more promises.
5. The method of claim 4 , wherein the FCR board comprises one or more performance metrices of the agent.
6. The method of claim 5 , wherein the one or more performance metrices comprise a customer satisfaction (CSAT) score, an FCR score, a repeat call score, and a customer churn score.
7. The method of claim 6 , wherein the one or more performance metrices of an agent are sent to a supervisor of the agent.
8. The method of claim 4 , wherein the status of a promise comprises an action taken towards fulfilment of a promise, a further action necessary to fulfil the promise, a timeline for taking of the further action, and identification of an agent assigned to take the further action.
9. The method of claim 1 further comprising;
generating a report for a quality manager or a supervisor of the agent based on promises data stored in the datastore; and
sending the report to the quality manager or the supervisor.
10. A promises management apparatus comprising: at least one processor; and
a memory communicably coupled to the processor, the memory comprising computer-executable instructions, which when executed using the at least one processor, implements a method comprising:
automatically transcribing, using an automatic speech recognition engine, a call between a caller and an agent, based on real-time call stream of the call, wherein the caller calls the agent for resolution of a concern using the promises management apparatus;
automatically extracting, using a natural language processing engine, in real-time a promise made by the agent to the caller based on the transcript of the call;
generating promise data by assigning an agent, a type, a timeline, an action, and a mode of execution to the promise; and
storing the promise data in a datastore.
11. The apparatus of claim 10 , wherein the mode of execution comprises a mode of communication employed to communicate with the caller, a rank of an agent assigned to communicate with the caller, and a place of origin of the communication to the caller.
12. The apparatus of claim 10 further comprising:
retrieving the promises data from the datastore; and
displaying the promises data in a graphical user interface (GUI).
13. The apparatus of claim 12 , wherein displaying the promise data in the GUI comprises displaying in one or more fields of the GUI:
a status for a day;
a first call resolution (FCR) board;
a list of one or more promises; and
a status of the one or more promises.
14. The apparatus of claim 13 , wherein the FCR board comprises one or more performance metrices of the agent, wherein the one or more performance metrices comprise a customer satisfaction (CSAT) score, an FCR score, a repeat call score, and a customer churn score, and wherein the one or more performance metrices of an agent are sent to a supervisor of the agent.
15. The apparatus of claim 13 , wherein the status of a promise comprises an action taken towards fulfilment of a promise, a further action necessary to fulfil the promise, a timeline for taking of the further action, and identification of an agent assigned to take the further action.
16. The apparatus of claim 10 , further comprising;
generating a report for a quality manager or a supervisor of the agent based on promises data stored in the datastore; and
sending the report to the quality manager or the supervisor.
17. The apparatus of claim 10 , wherein the automatically transcribing is performed in real-time.
18. The apparatus of claim 10 , wherein the generating promises data is performed in real-time.
19. The method of claim 1 , wherein the automatically transcribing is performed in real-time.
20. The method of claim 1 , wherein the generating promises data is performed in real-time.