- They have entered into a partnership to strengthen and automate quality control processes.
- The daily service calls made by customer service reps of ICICI Lombard will be screened with the help of Microsoft’s artificial intelligence (AI) tool named Azure Speech Services and Natural Language Processing (NLP).
- Microsoft’s Azure Speech Services and Natural Language Processing (NLP) provide a wide range of speech recognition and generation capabilities including speech transcription, text-to-speech, speech translation, and speaker recognition.
- The inclusion of Azure’s Synthetic instrument will also help ICICI Lombard to enhance the accuracy of its high-quality audits.
- It will also improve high-quality checks which will make ICICI Lombard’s service more environment friendly.
- Prior to the inclusion of the AI tool, the company required to perform manual screening of a sample of 20% of the over 1000 calls a day, but the new system will allow screening 100% of the calls.
- Also, the multiplicity of languages related issues like switching between English and Hindi during calls will also be solved with this new system.
- The partnership with Microsoft will automate the Quality Assurance process to remove human bias from customer calls, resulting in improved customer outreach, increased productivity and consistency across the audit system.
- Static Part:
- HQ of ICICI Lombard: Mumbai
- CEO of ICICI Lombard: Bhargav Dasgupta
Question:
Q.1 With which tech giant, ICICI Lombard partnered to strengthen and automate quality control processes?
a. IBM
b. Infosys
c. TCS
d. Microsoft
a. IBM
b. Infosys
c. TCS
d. Microsoft
