{"id":10255,"date":"2021-06-16T14:19:32","date_gmt":"2021-06-16T13:19:32","guid":{"rendered":"https:\/\/www.artefact.com\/?post_type=cases&#038;p=10255"},"modified":"2024-09-20T17:39:20","modified_gmt":"2024-09-20T16:39:20","slug":"maif-using-topic-modelling-to-reduce-contact-centre-bottlenecks","status":"publish","type":"cases","link":"https:\/\/www.artefact.com\/br\/cases\/maif-using-topic-modelling-to-reduce-contact-centre-bottlenecks\/","title":{"rendered":"<span class=\"highlight\">MAIF<\/span> Usando o Topic Modelling para reduzir os gargalos do contact center."},"content":{"rendered":"<p><article class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-video fusion-youtube\" style=\"--awb-max-width:750px;--awb-max-height:422px;\"><div class=\"video-shortcode\"><div class=\"fluid-width-video-wrapper\" style=\"padding-top:56.27%;\" ><iframe title=\"Reprodutor de v\u00eddeo do YouTube 1\" src=\"https:\/\/www.youtube.com\/embed\/ysjzhwSKL5E?wmode=transparent&autoplay=0\" width=\"750\" height=\"422\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture;\"><\/iframe><\/div><\/div><\/div><div class=\"fusion-text fusion-text-1 description\"><p>Depoimento do cliente:\n\u201cA Artefact desenvolveu algoritmos de Processamento de Linguagem Natural (PNL) para entender os t\u00f3picos das chamadas dos clientes.\nIsso nos ajudou a identificar novas funcionalidades de autocuidado a serem desenvolvidas no site do MAIF.\nGra\u00e7as a isso, obtivemos boas percep\u00e7\u00f5es do que nossos clientes realmente precisam por meio da an\u00e1lise de suas chamadas\u201d, diz Michel Tourni\u00e9, L\u00edder de Projetos Digitais e Data, MAIF<\/p>\n<\/div><\/div><\/div><\/div><\/article><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:#ffffff;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column leparagraphe\" style=\"--awb-bg-color:#ffffff;--awb-bg-color-hover:#ffffff;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom-small:8px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:50;line-height:1.2;\">O desafio<\/h2><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-text-transform:none;\"><p>O MAIF \u00e9 uma das maiores empresas de seguro residencial e automotivo da Fran\u00e7a, com mais de <strong>3 milh\u00f5es de membros<\/strong>.<\/p>\n<p>Um dos desafios enfrentados pela equipe de atendimento ao cliente era gerenciar o volume de chamadas que chegava \u00e0 central de atendimento - em m\u00e9dia, cerca de <strong>8 milh\u00f5es por ano<\/strong>.<\/p>\n<p>Sem nenhuma forma de verificar as chamadas antes de chegarem a um operador, a equipe perdia um tempo precioso respondendo a perguntas para as quais os clientes encontravam facilmente as respostas no MAIF <a href=\"https:\/\/www.maif.fr\/\" target=\"_blank\" rel=\"noopener\">site<\/a>.<\/p>\n<p>Para<strong> melhorar a efici\u00eancia<\/strong>, Para isso, precisamos filtrar as chamadas desnecess\u00e1rias e <strong>liberar mais tempo<\/strong> para que as equipes de atendimento ao cliente da MAIF processem solicita\u00e7\u00f5es mais complicadas.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom-small:8px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:50;line-height:1.2;\">Nossa solu\u00e7\u00e3o<\/h2><\/div><div class=\"fusion-text fusion-text-3\" style=\"--awb-text-color:#000000;\"><p>Para entender por que os clientes estavam ligando para o call center da MAIF, desenvolvemos <strong>Processamento de linguagem natural<\/strong> (NLP) para analisar transcri\u00e7\u00f5es de mais de 4 milh\u00f5es de chamadas.<\/p>\n<p>Em seguida, usamos a modelagem de t\u00f3picos <strong>para categorizar cada chamada<\/strong> em um dos 35 tipos diferentes de solicita\u00e7\u00e3o.<\/p>\n<p>Entramos em contato com as equipes comerciais da MAIF para identificar quais perguntas poderiam ser resolvidas on-line e quais precisavam de uma resposta humana ou apresentavam uma oportunidade de vendas.<\/p>\n<p>Quando as liga\u00e7\u00f5es n\u00e3o representavam uma oportunidade, informamos como responder a essas perguntas on-line.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom-small:8px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:50;line-height:1.2;\">Nossos resultados<\/h2><\/div><div class=\"fusion-text fusion-text-4\" style=\"--awb-text-color:#000000;\"><p>Nossa an\u00e1lise mostrou que <strong>32%<\/strong> das chamadas recebidas eram \u2018solicita\u00e7\u00f5es de baixo valor agregado\u2019 - perguntas que poderiam ser facilmente respondidas on-line.<\/p>\n<p>Como resultado, criamos um roteiro orientando a MAIF sobre como resolver essas quest\u00f5es on-line e direcionar as pessoas para esse conte\u00fado para evitar liga\u00e7\u00f5es.<\/p>\n<p>A digitaliza\u00e7\u00e3o dessas consultas permitiu que a equipe de atendimento ao cliente do MAIF <strong>priorizar casos<\/strong> que requerem um toque humano, melhorando a efici\u00eancia e o atendimento 24 horas por dia.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling cta-block\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column cta-content\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-5\"><p><a title=\"\" href=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2020\/10\/e-book-ai-maif-en-web.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Fa\u00e7a o download do folheto sobre o caso de uso do MAIF<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: #ff0066;--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:0px;--awb-padding-right:0px;--awb-padding-bottom:0px;--awb-padding-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-margin-top:0px;--awb-margin-right:0px;--awb-margin-bottom:0px;--awb-margin-left:0px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\"fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"1440\" height=\"720\" alt=\"Learn how Artefact&#039;s Augmented Contact Centre solution uses AI to improve customer satisfaction and reduce operational costs.\" title=\"Trabalhadores de call center\" src=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new.jpg\" data-orig-src=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new.jpg\" class=\"lazyload img-responsive wp-image-5032\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%271440%27%20height%3D%27720%27%20viewBox%3D%270%200%201440%20720%27%3E%3Crect%20width%3D%271440%27%20height%3D%27720%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new-200x100.jpg 200w, https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new.jpg 1440w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 640px) 100vw, 1440px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_2 1_2 fusion-flex-column fusion-flex-align-self-center\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-text fusion-text-6\"><p>Os call centers representam um peso significativo para as empresas, mas apenas <strong>8% de clientes<\/strong> acreditam que recebem um servi\u00e7o de qualidade superior ao telefonar.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":5032,"parent":0,"template":"","meta":{"_acf_changed":false,"ep_exclude_from_search":false},"categories":[21927],"class_list":["post-10255","cases","type-cases","status-publish","has-post-thumbnail","hentry","category-banking"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.artefact.com\/br\/wp-json\/wp\/v2\/cases\/10255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/br\/wp-json\/wp\/v2\/cases"}],"about":[{"href":"https:\/\/www.artefact.com\/br\/wp-json\/wp\/v2\/types\/cases"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/br\/wp-json\/wp\/v2\/media\/5032"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/br\/wp-json\/wp\/v2\/media?parent=10255"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.artefact.com\/br\/wp-json\/wp\/v2\/categories?post=10255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}