Discover the latest AI matching model straight from Poland, designed to improve customer satisfaction and reduce call processing time. After a two-year collaboration between Personal Finance Central and Personal Finance Polish operations team, this innovative project uses technology for a more personalized customer approach.
The AlPairing model targets the improvement of customer satisfaction and the efficiency of call management based on personality. By combining artificial intelligence, machine learning and speech-to-text technology, he ideally assigns each client to an agent who shares similar personality traits.
At the heart of this model, the application of the Myers-Briggs type indicator (MBTI) makes it possible to categorize the personality of agents, promoting a thorough understanding of human interactions and improving communication.
For clients, the model uses the concept of formality of language expressions to discern their personality from the first contact. The results are remarkable: reduction in call duration, benefiting customers by minimizing wait times and improving service efficiency. Polish customer satisfaction also rose significantly.
Congratulations to the teams for this successful project, bringing Poland closer to its customers. This success earned Poland the prestigious innovation award with the provider of Speech Analytics!