Generative AI for Insurance Sales Call Analysis: Optimizing Service Quality, Efficiency, and Customer Experience

Description

This project uses Generative AI to analyze calls of insurace sales centers that revolve around customer-agent interactions, extracting key metrics like issue resolution, NPS, CSAT, and emotions. It provides actionable insights to enhance service quality, operational efficiency, and customer experience.

Tech Stack Involved

Data Collection & Integration
  • APIs: REST, GraphQL (to collect data from external sources)
  • Data Connectors: AWS Glue, Talend, Stitch (for integrating multiple data sources)
  • Data Streams: Apache Kafka, AWS Kinesis (for real-time data streams)
  • ETL/ELT
  • ETL Tools: Apache Airflow, dbt (data transformations in the cloud)
  • Cloud ETL Services: AWS Glue, Azure Data Factory (for scalable ETL pipelines)
  • Data Processing: AWS Lambda (for event-driven data processing)
Databases & Data Storage
  • Relational Databases: PostgreSQL, MySQL (for structured data storage)
  • Data Warehousing: Amazon Redshift, Snowflake (for centralized data storage and fast queries)
  • NoSQL Databases: DynamoDB, MongoDB (for unstructured or semi-structured data)
  • Cloud Storage: Amazon S3, Azure Blob Storage (for storing large datasets or flat files)
Data Analytics & Visualization

Business Intelligence (BI) Tools:

  • Amazon QuickSight: Scalable cloud-native BI service
  • Microsoft Power BI: Comprehensive analytics and interactive dashboards
  • Tableau: Popular for creating highly visual dashboards
  • Google Data Studio: Free and integrated with Google services for basic dashboards
  • Data Querying: SQL, PostgreSQL (for querying data for dashboarding tools)
Data Preparation & Transformation
  • Data Wrangling Tools: Pandas, PySpark (for handling complex data transformations before visualization)
  • Data Cleansing: Trifacta, OpenRefine (for preparing clean datasets for dashboarding)
Cloud Infrastructure
  • Cloud Compute: AWS EC2, Azure VMs (for hosting dashboards or running backend services)
  • Containerization: Docker (for packaging and deploying dashboard applications)
  • Serverless Options: AWS Lambda, Azure Functions (for lightweight, event-driven tasks)
Collaboration & Version Control
  • Version Control: GitHub, GitLab (to track dashboard development)
  • CI/CD: Jenkins, GitLab CI (to automate the deployment of dashboards)