Pakistan Telecommunication Company Limited (PTCL) and National University of Computer and Emerging Sciences (NUCES) have signed a Memorandum of Understanding (MoU) to conduct research and development activities that will provide benefit to both the academia and the industry.
In the initial phase of the partnership, both institutions will work on developing Artificial Intelligence based Speech Analytics that uses cutting edge research and technology to find customer sentiments.
This will be done by using AI based analytics and to evaluate recorded calls for the purpose of Quality Assurance of Customer Services.
Moreover, the Speech Analytics system to be developed with the help of AI, will be able toanalyze customers’ sentiments by scanning calls based on a defined set of Call Quality Metrices.
The system will analyze the calls and flag the ones in which quality of Customer Services was not up to the standard.
During the signing ceremony, Moqeem ul Haque, Chief Commercial and Group Strategy Officer, PTCL Group, said, “We are glad to partner with NUCES for this initiative as latest techniques and solutions will be explored for better customer services through this collaboration”.
“Using this research, it can possibly be scaled to solve several similar issues that are prevalent in the telecom industry of Pakistan. It is a unique and one-of-a-kind development initiative for Urdu language with wider applications in Customer Care and Contact Center domain that will positively impact multiple industry verticals”, the chief added.
Meanwhile, Dr Mohammad Ayub Alvi, Rector, NUCES, said, “The development of this Avant methodology will enable PTCL Customer Care Quality Assurance team to analyze innumerable recorded customer interactions with Contact Centers without any major workforce and manned hours.”
The signing ceremony was attended by Moqeem ul Haque, Chief Commercial and Group Strategy Officer, PTCL Group and Dr Mohammad Ayub Alvi, Rector, NUCES, along with senior officials from both sides.