The OPAKA project aims to improve working conditions in call centers and increase the quality of customer communication in call centers through the use of AI. To this end, conversations with customers are to be analyzed using artificial intelligence techniques for natural language processing (NLP) and the results visually processed. The solution is based on the automatic transcription of telephone calls and comprises three components: an AI for the processing of conversations according to different aspects (content, process, emotion), a visualization for use during quality control and an extension with context data. Key topics are isolated and grouped together, which in turn can be analyzed by quality assurance. The developed components are validated together with employees of the associated partners. Here, the perspective of both managers and employees is taken into account and the effects on everyday work are specifically considered.
One of the outcomes of the project is a set of best practices for designing AI in call centers. The guide makes clear that the successful use of AI requires transparency, clear rules, and the early involvement of employees. The best practices provide companies and employee representatives with concrete recommendations for a human-centered, responsible, and practical approach to designing AI in quality assurance.
