Customer Care

QualityAssurance in Real-time (QART)

Xerox Quality Assurance in Real-time (QART) is an end-to-end real-time quality assurance system for contact centers. Beyond automating standard manual QA process, it introduces capabilities such as multi-faceted analysis, dialogue summarization and real-time interactive visualization.

Domain Adaptation for Customer Care Analysis & Automation

Domain adaptation for Customer Care at Xerox is an effort to expand the scope of our innovative solutions from a restricted number of domains to newer domains (within and across industries) in an efficient manner without relying on manually annotated data and need for rebuilding solutions from scratch for every new domain.

Customer Journey Analytics (CJA)

Customer Journey Analytics (CJA) and its predecessor Graphical Analysis of Big Data (GaBiD) comprise the core analytics competency offered by XIG and Xerox with capabilities to solve real-world problems that possess high business and social impact. The two main objectives here are to cater to (1) the humongous scale of data and (2) solve real-world problems with high impact. CJA, which is a congregation of novel state-of-the-art techniques developed on a scalable data analytics platform is our solution to the above stated challenges. Beyond designing scalable and interesting techniques CJA, through its rich set of APIs, facilitates easy access of Xerox’s technology for its clients.

Knowledge Extraction and Organization (KEO)

Knowledge Extraction and Organization (KEO) focuses on extraction of structured content from unstructured enterprise corpus. In addition toproviding automated techniques for knowledge extraction, it introduces a standardized knowledge access layer and facilitates easy extensions for automation in a domain agnostic manner.

Computer-Aided Phone call Analysis (CAPA)

CAPA endeavours to provide unique offline analytic capabilities to Xerox’s call centers by extracting features from both content of the spoken conversations and the speech signal. The goal of this dual approach is to achieve combined semantic (what information is being exchanged) and pragmatic (what is being achieved interactionally) understanding of each encounter between a customer and a service employee.

Publications

Authors:
Sainyam Galhotra, Akhil Arora, Shourya Roy
ACM SIGMOD Conference
Date:
January 28, 2016
Authors:
Sainyam Galhotra, Akhil Arora, Srinivas Virinchi and Shourya Roy
In Proceedings of the 24th International World Wide Web Conference (WWW’15 (Companion Volume)), Florence, Italy
Date:
May 18-22, 2015
Authors:
Anuj Mahajan, Sharmistha and Shourya Roy
In Proceedings of the SIGNLL Conference on Computational Natural Language Learning CoNLL 2015, Beijing, China
Date:
July 30-31, 2015
Authors:
Bhatt, Himanshu S., Deepali Semwal, and Shourya Roy
In Proceedings of the SIGNLL Conference on Computational Natural Language Learning CoNLL 2015, Beijing, China
Date:
July 30-31, 2015
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