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The MLOps Live Webinar Series

Session #26

Watch On Demand

On Demand

Implementing a Gen AI Smart Call Center Analysis App

Many enterprises operate expansive call centers, employing thousands of representatives who provide support and consult with clients, often spanning various time zones and languages.

Gen AI is a transformative technology with exciting potential to improve customer service and significantly streamline operations. Transcription and analysis of customer interactions on a large scale can be done easily with gen AI applications, yielding insights into key discussion topics, overall sentiment, call outcomes, and more.

However, the successful implementation of a gen AI-driven smart call center analysis applications presents unique challenges:

  • Data privacy controls
  • Potential biases and misuse
  • AI hallucinations
  • Language translation
  • Resource management methods to control costs

Managing these complexities requires the right backbone and infrastructure to support the application in production over time. In this webinar, we discussed the essential elements of building a smart call center analysis application, with a special focus on critical yet often neglected aspects, such as the removal of personal identifiable information (PII).

Learn firsthand how to build a gen AI app to analyze your call center activity, customized to your organization.



Presented By
Oana Cheta

Partner & Lead Gen AI Service Ops NA, McKinsey & Company

Yaron Haviv

Co-Founder and CTO, Iguazio