MB „Eksporto atradimai” is successfully implementing the project „Automated caller and call operator assistant-prompter system ‘EXPORT DISCOVERY'”

Innovation Measure No. 05-001-01-05-07 „Creating a coherent system for promoting innovation activities”.

Problem statement:

  • Lack of an automated caller — there are no effective systems capable of making thousands of calls simultaneously, understanding the context of a conversation and responding correctly;
  • Shortage of operator assistants-prompters — there is a lack of semi-automated assistants that would deliver useful insights to call operators in real time;
  • Ineffective emotional and voice analysis — methods that would allow emotional and voice analysis to be used to increase conversion rates are insufficiently developed.

Project objective: To create an innovative product by carrying out R&D activities.

In implementing the Export Discovery project, advanced solutions are being developed using the latest AI technologies:

  1. Automated caller — an AI-based system is being developed that is able to make calls in three languages, analyse the context of the conversation and respond in a way that most closely imitates human speech, without the thinking pauses and other disruptions that characterise currently available technologies, and also to collect data for further analysis.
  2. Semi-automated call assistant-prompter — this system is designed as an AI-based assistant providing real-time suggestions and arguments to call operators, in order to achieve higher call conversion and faster employee learning.
  3. Use of emotional analysis and reinforcement learning — the systems are being refined using emotional analysis and reinforcement learning, in order to optimise the language models and increase conversion rates.

Expected results:

Through the implementation of these solutions, the labour market will undergo changes, with operators trained to work with advanced AI systems, thereby transforming the nature of traditional call centre work. The project also draws attention to questions of ethics and data privacy, ensuring that the technologies are used responsibly and ethically.

Project partner: UAB „Taikomasis dirbtinis intelektas”.

Project implementation period:

Start of project activities — 27 June 2024.

End of project activities — 30 September 2026.

Project value: EUR 2,045,830

EU funding: EUR 1,522,584