Qorus Banking Innovation Awards 2021- Nominated

Speech Analytics at Losango offices (Financial Institution for Loans and Purchase Installments linked to Banco Bradesco) and Bradesco Insurance.

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05/05/2020 Banking Innovation

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Use of Speech Analytics to diagnose calling reasons and for improving customer service quality at Losango offices (Financial Institution for Loans and Purchase Installments linked to Banco Bradesco) and Bradesco Insurance.

Innovation presentation

Speech Analytics technology was implemented at Banco Bradesco to improve the quality of customer service at Losango (Financial Institution for Loans and Installment Payments linked to Banco Bradesco) and Bradesco Insurance.

Speech Analytics is a software capable of helping in the interaction between customer and company, generating valuable insights to direct operations and improve customer service. With this technology, it is possible to identify the level of consumer satisfaction through discourse analysis. In reality, the system recognizes the consumer's speech, captures emotions, and identifies keywords to improve the company's operation and service, enabling more efficient service.

The solution automatically transcribes audio to text and has the ability to automatically identify moments of stress, negative feelings, as well as several other indicators in calls. All of these elements make it possible to diagnose the situation at the operator level.

The innovation also enables:

- Mapping, classifying, and understanding the main reasons for calling one of the call centers;

- The identification of calling attributes that potentially impact the customer's perception of service quality;

- The collection of potential performance indicators of the operators according to their average silence time in calls along with satisfaction rankings;

- The identification of several opportunities for improvement in the service process through Speech Analytics, as well as the estimation of their respective impacts for the business.

To make this possible, behind Speech Analytics there is a technology that uses mathematical algorithms, contextual and analytical techniques, as well as a series of metadata to structure and interpret the client's speech.

The project lasted four weeks and was conducted by 11 professionals, being seven from the Bradesco Group itself (from Data Management, IT Infrastructure, and Losango) and four from third-party companies.

Uniqueness of the project

This innovation is unique, as it makes it possible to monitor and identify deviations in language and conduct that occur during contact with customers, in addition to understanding which approaches are pleasant or unpleasant.

With Speech Analytics, the following can be observed:

• service time;

• first call resolution;

• script compliance;

• standardization of procedures.

In addition, the resource allows you to look at another important issue: the identification of the strengths and bottlenecks of internal operations, without the need to analyze all contacts individually. In other words, the care manager's work is saved in having to analyze many cases exhaustively to understand what is going wrong in the care processes.

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