Abstract:
With the current global pandemic all countries around the globe are facing difficulties
managing their healthcare services in a way that ensures the high availability of critical
services while maintaining the safety of both the patient and the staff. According to
Gartner’s top 10 strategic technology trends 2021 [1], it says “Rather than building a
technology stack and then exploring the potential applications, organizations must
consider the business and human context first.” where it highlights the need for human
centric development while stating that it is the IT leaders that decides what combination
of the trends to involve in driving the most innovation and strategy.
A decade ago, simply having a website was enough to impress prospective customers and
help them find their way to a service or information need and to establish a brand loyalty
or identity. The growth of the technology is demanding more innovative strategies to
adopted to every small to large industries that are at any stage of maturity of their
roadmap to success. The increasing demands of the clients and the ability to keep a loyal
customer base has highlighted the need of having a more natural way of handling a
customer’s inquiry gives a competitive advantage for any business.
The disappointment due to a customer getting added to a call waiting queues to reach a
particular service is very critical and can even cause a loss of business opportunity.
Understanding call intents can help a service provider to adapt the business engagement
with the outside in a way that customers are positively satisfied which could in return
increases the sales revenue. Not only that, but indirectly enables the ability for business to
allocation agents or help-desk staff optimally thus avoid understaffing and overstaffing
situation, which are indirect costs for any revenue-based figure.
Automation is where the technology is used to automate tasks that once required humans.
Here, the menu-based call center automations can be taken as a replacement to the legacy
call center agent where the human tasks were replaced by automation. The concept of
hyperautomation is where the businesses are rapidly adopting it’s revenue-based
processes and IT process for automation. And the current state-of-the-art deals with lot of
advanced technologies like Machine Learning (ML) and Artificial Intelligence (AI).
Where AI and ML are used for extending the capabilities of automations.
Citation:
Hellarawa, H.M.M.J. (2022). Domain specific voice intent classification with BLSTM [Master's theses, University of Moratuwa]. Institutional Repository University of Moratuwa. http://dl.lib.uom.lk/handle/123/22390