Delivery Manager AI @Datwave
To enhance Customer Care insights through advanced Contact Center call analysis, the customer turned to Datwave for a cutting-edge serverless solution. Datwave implemented Cloud Storage for secure audio storage and used Cloud Run and Cloud Run Job instances for efficient transcription, anonymization, and KPI extraction. With data restrictions in mind, Whisper AI was deployed on a Google Kubernetes Engine (GKE) cluster, and PalM-2 with Vertex AI was utilized for in-depth transcript analysis. A custom Looker Studio dashboard visualized data stored in BigQuery. Explore how leveraging these advanced cloud technologies can optimize your data processing and analytics, driving operational efficiency and improving insights.
The customer faced a significant challenge in improving Customer Care insights by adopting cutting-edge technologies to analyze Contact Center calls. They required a robust solution to transcribe, anonymize, and analyze calls in four different languages. Their goals included reducing audio processing time, enhancing transcription accuracy, and cutting processing costs. Discover how leveraging these advanced technologies can transform your Customer Care operations and drive operational efficiency.
To overcome these challenges, Datwave expertly guided the customer in defining, designing, and implementing a scalable serverless solution. Leveraging Cloud Storage for secure audio track storage, Datwave utilized a combination of Cloud Run and Cloud Run Job instances for efficient transcription, anonymization, and KPI extraction. Given data restrictions, Whisper AI was deployed on a Google Kubernetes Engine (GKE) cluster for precise transcriptions and anonymizations. For in-depth transcript analysis, PalM-2 with Vertex AI was employed, and a custom Looker Studio dashboard was created to visualize and analyze data stored in BigQuery. Explore how Datwave’s advanced cloud technologies can enhance your data processing and analytics capabilities.
The implemented solution delivered impressive results by reducing audio track processing time by 30%, with an average time of just 7 minutes per track. It exceeded expectations with a transcription accuracy rate of over 95%, ensuring high-quality results. Additionally, processing expenses were reduced by 25%, leading to significant cost savings. The anonymization process achieved a 90% success rate, enhancing data privacy and compliance. Discover how our advanced solutions can optimize audio processing, improve accuracy, and lower costs while ensuring robust data protection.
Thanks to the insights provided by Datwave Team, we have gained a deeper understanding of the trends within our market segment. This enables us to effectively target specific use cases, thereby enhancing our business strategy. Not only have these insights saved considerable effort in mobilization, but they have also significantly reduced lead times.
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