itel Nears Completion of Specialized AI Platform

Jamaica Observer | October 23, 2019

  Jamaican homegrown Business Process Outsourcing (BPO), itelbpo, is nearing completion of its implementation of specialised artificial intelligence (AI) platform, Observe AI, to transform learning and development across the global organisation. The cloud-based platform, which is being launched in a phased approach, will integrate with the organisation's adaptive learning platform to create targeted and individualised training for its team, as well as increase efficiency in training delivery. In itelbpo's push to achieve a focused growth plan aimed at creating 5,000 new jobs in five years, the company is investing in technologies like Observe AI to enhance efficiency and keep the organisation nimble. The multifaceted platform will deliver greater impact at key operational points including quality assurance and compliance, agent coaching and training, operational improvements as well as data mining and sales conversions. It will touch all levels of staff, but most especially those on the frontline responsible for providing daily customer and sales experiences for itelbpo's portfolio of brands. As a specialised voice analysis and assessment tool, Observe AI offers seamless system integration with other cutting-edge platforms already being employed by itelbpo. With Observe AI, the call centre can now undertake quality assurance audits on 10 per cent% of its calls and use the speech analytics to provide real-time prompts to their micro-learning platform that then creates targeted action and development plans using adaptive technologies and gamification. Taking things one step further, Observe AI will connect with the company's workforce solution to schedule the individualised training sessions, as well as link with a business intelligence tool to transform data into actionable business intelligence. “Average speech analytics tools fall short in integration and workforce performance,” said itelbpo founding chairman & CEO, Yoni Epstein. “Observe AI is much more than just a speech analytics tool. It is intelligent and adaptable. It has the ability to integrate with other platforms and offers heightened data mining accuracy.” The technology will enhance transparency and efficiency across all levels of the organisation. The end result will be to empower agents and support staff and managers with critical business intelligence and performance data so they can make better decisions. It is continuous learning aimed at advancing the workforce in a sophisticated delivery of customer service solutions. It will change the scope of roles and advance team skills to prepare for the future of a more value-added BPO industry. “We are investing in technology that empowers and educates our team because we want people to stay with us and make their careers with us,” said itelbpo's head of training and development, Shurland Buchanan. “We want them to be their best selves, and in turn, provide the best customer experiences possible. Our training and development unit is naturally tied to quality assurance assessment. Now, instead of spending large amounts of time screening calls, our training and development team can focus on engaging staff and delivering targeted and continuous coaching.” Observe AI was developed by former Twitter and Google employee, Swapnil Jain, and his team of data scientists based in Silicon Valley.