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ES projects

MB “Eksporto atradimai” launches the project “EXPORT DISCOVERY automatic caller and call operator assistant-suffolker system”

Progress measure No 05-001-01-05-07 “Establish a coherent system to promote innovation activities”.

Issues:

  • Lack of an automated caller – there are no efficient systems that can handle thousands of calls at the same time, understand the context of the conversation and answer correctly;
  • Lack of operator assistant call handlers – there is a lack of semi-automated assistants to provide useful insights to call handlers in real time;
  • Ineffectiveness of emotional and voice analytics – Methods to use emotional and voice analytics to increase conversion rates are underdeveloped.

Project objective: To develop an innovative product through R&D activities.

The project aims to develop innovative solutions using the latest IoT technologies:

  • Automatic caller – we will develop an IoT-based system capable of making calls in three languages, analysing the context of the conversation and responding in the most human-like way without the interruptions of thinking and other distractions of current technologies, as well as collecting data for further analysis.
  • Semi-automated call assistant-sufferer – this system will be designed as an IoT-based assistant, providing real-time suggestions and reasoning to call handlers, with the aim of increasing call conversion and accelerating staff learning.
  • Use of Emotional Analysis and Reinforcement Learning – Systems will be developed using emotional analysis and reinforcement learning to optimise speech patterns and increase conversion rates.

Planned outcomes:
The implementation of these solutions will result in a change in the labour market, where operators will be trained to work with advanced IoT systems, thus changing the nature of traditional call centre work. The project will also address ethical and data privacy issues, ensuring that technology is used responsibly and ethically.

Project partner: UAB „Taikomasis dirbtinis intelektas“.
Project duration:
Project activities start on 27 June 2024.
Project activities end on 27 June 2026.
Budget: Eur 2045830, financing by EU funds up to Eur 1522584.