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CLARA SIGNED

The first superbot to audit calls

Total Cost €

0

EC-Contrib. €

0

Partnership

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 CLARA project word cloud

Explore the words cloud of the CLARA project. It provides you a very rough idea of what is the project "CLARA" about.

recordings    banks    full    abundant    conversations    interpret    converts    aleatory    electrical    worry    layer    causes    customer    multiple    guidelines    easily    companies    automatically    speech    evaluation    company    manual    discover    transcriptions    life    center    representations    actionable    leverage    won    centers    listening    analyze    detection    brands    queries    clara    conform    recorded    predictiva    data    contact    retailers    brand    superbot    wireless    analytics    amount    offers    auditing    utilities    missing    lost    airlines    proprietary    insights    volume    cable    tool    transcribes    rely    random    leads    service    interactions    percentage    analyzes    variety    deep    learning    algorithms    root    monitor    impossible    staggering       spontaneous    verify    analyzing    calls    clients    nonlinear    again    fact    manually    policies    engagement    audio    bot    voice    massive    quality    layers    monitoring    providers    datamining    review    super    small    lack    machine    entirety    tech   

Project "CLARA" data sheet

The following table provides information about the project.

Coordinator
SISTEMAS DE INTELIGENCIA DE NEGOCIO SL 

Organization address
address: C/ SIERRA DE CAZORLA S/N 3 B 3 A
city: MARBELLA
postcode: 29602
website: n.a.

contact info
title: n.a.
name: n.a.
surname: n.a.
function: n.a.
email: n.a.
telephone: n.a.
fax: n.a.

 Coordinator Country Spain [ES]
 Total cost 1˙542˙500 €
 EC max contribution 1˙079˙750 € (70%)
 Programme 1. H2020-EU.3. (PRIORITY 'Societal challenges)
2. H2020-EU.2.3. (INDUSTRIAL LEADERSHIP - Innovation In SMEs)
3. H2020-EU.2.1. (INDUSTRIAL LEADERSHIP - Leadership in enabling and industrial technologies)
 Code Call H2020-SMEInst-2018-2020-2
 Funding Scheme SME-2
 Starting year 2019
 Duration (year-month-day) from 2019-10-01   to  2021-09-30

 Partnership

Take a look of project's partnership.

# participants  country  role  EC contrib. [€] 
1    SISTEMAS DE INTELIGENCIA DE NEGOCIO SL ES (MARBELLA) coordinator 1˙079˙750.00

Map

 Project objective

Airlines, banks, electrical utilities, cable companies, wireless service providers and high-tech retailers rely on call centers to manage and response the massive amount of customer queries. However, there is a lack of detailed auditing from the brands to the contact centers to ensure the best customer engagement or it is only based on the manual and aleatory control of the calls. In every Call Center it is necessary to monitor calls to verify that voice interactions with clients or leads conform to the guidelines and policies of quality established by the company. While calls are abundant in useful data, it’s impossible to manually evaluate and analyze each one given their staggering volume. In fact, only about 1% of customer call data is assessed in random quality evaluation processes. Since quality monitoring is done manually by listening to random calls and since it’s impossible to review all the calls, only a small percentage of the recorded calls is being evaluated and much important data is lost. CLARA, is a Superbot capable of analyzing and interpret spontaneous conversations in real life conditions. CLARA is a proprietary technology of PREDICTIVA based on Deep Learning, a set of machine learning algorithms with multiple layers of nonlinear processing and learning representations of characteristics in each layer. CLARA Super Bot Speech Analytics offers a better way to leverage customer call data. The tool transcribes all recorded calls in their entirety, then analyzes the interactions using advanced speech detection technology. Through datamining these transcriptions, it allows to discover actionable insights for improving brand - and won’t ever worry about missing a detail again. CLARA offers a variety of must-have features to improve customer service experience. The Speech-to-Text feature automatically converts full audio recordings into text to easily identify root causes in customer interactions.

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The information about "CLARA" are provided by the European Opendata Portal: CORDIS opendata.

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