Voice authentication and recognition for Call Centers with Dynamics 365 (Internship/ Diploma Thesis)

Description 

Call centers are often based on CRM solutions such as Dynamics 365. Whenever a customer calls a call center, one of the first steps when establishing a communication is to identify that customer.

The agent therefore requests information from the interlocutor, such as his name, first name but also addresses and information that "only him can know".

These techniques allow to identify the person in order to be able to access their records and share often confidential information.

However, these techniques have significant disadvantages such as the cost of the time spent by the agent to identify the user, these few seconds are expensive at the Call Center.

But also, on the security aspect, where frauds are common and easy thanks to simple Social Engineering techniques.

Advances in AI can help address these issues. The principle of the project would be to use the AI techniques from Speech Recognition. It will collect a sample of users' voices during the first call, then map these samples to customer data in Dynamics 365 and finally use them to find and identify a person in Dynamics 365.

This internship project is about:

• Analyze the current identification process for Call Centers.
• Identify the right Speech Recognition technologies to use for the project (stack, compatibility, complexity, reliability, cost, ...).
• Design an end to end process implementing this AI to meet the specifications of the Call Center process.
• Identify the protocols of CTI telephony systems.
• Create a functional prototype based on these three technical constraints: AI, CTI and Dynamics 365.

Challenges: You will have the opportunity to use AI technologies in a concrete business area. But also, to reflect upon both, business and technical aspects. Finally, a feasible target architecture should be the objective of your research.

Project application: Call Center, but not only, this module could be used by other domains as well.

What you will learn: You will learn about business processes but also in depth about the exciting technical aspects of cloud computing. In collaboration with ELCA’s expert teams, you will be able to work from the very beginning to the  end of the implementation of such a project.