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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.

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

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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