CONVERSATIONAL AI · DATA ENGINEERING
Conversational AI for call-center operations
Turning recorded conversations into searchable knowledge for customer support, with escalation to human agents.
The problem
A call center handled repeated customer questions while agents navigated long histories of recorded conversations and complex interactions.
The constraints
- Prepare usable knowledge from recorded calls
- Integrate with internal security requirements
- Escalate complex requests to human agents
The approach
An audio-processing pipeline converted recorded calls into text.
A dataset preparation layer organized transcripts into searchable units for retrieval.
A conversational system used the prepared knowledge to answer recurring questions and route complex requests to staff.
REPORTED OUTCOME
← All projectsThe published project account describes reduced manual workload and improved response times. No measured result or automation percentage was published.