ETNA Hackathon

Overview:

ETNA Hackathon event was held at IT school based in Paris – France 

ZIWO was part of the companies proposing a project in collaboration with this school. ZIWO is built as a cloud-based, new generation contact center. It offers API Based CRM integration and advanced features in a web-based, user-friendly interface, requiring no software installation and accessible worldwide.

Below are the details of the Hackathon Event:

No of Students : 60

No of Projects: 3

Objective :

Improve overall customer satisfaction by identifying the sentiments of the clients using Emotion Tagging for Call Recordings using AI

Challenge:

To create a dashboard with visual representation of call recordings retrieved from the ziwo platform with appropriate emotion tag and overall customer satisfaction during the call analyzed via  Microsoft “Azure” platform. Students were required to make an application hosted on the Microsoft Cloud.

Tasks Undertaken:

  • Call tagging

Students needed to put one or several pertinent labels on a call, using its call history and especially the recording.

  • Emotion tracker

From the recording of a call, the goal was to track the emotion of the customer throughout the call. Students should at least extract one main emotion from the call, and consider judging the evolution of the customer’s emotion through the call.

  • Knowledge database

Students aimed to construct a pertinent knowledge database from the recordings of the calls of the call center. This should contain questions from customers and the corresponding answers from agent too.

Date

May 23, 2019

Category

Events

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