Analýza hovorů s call centrem a dopad na zákaznickou zkušenost

The thesis deals with the extraction of information from customer calls with a customer call centre in an environment of telecommunication operator. It captures the complete analytical journey from the initial business justification of the analytical task, the legality of the data processing, the architecture of the solution, used data sources to the actual text analytics, call classification and visualization. It also includes a discussion of the further development of the analytical solution, both in terms of internal environment and further business use, and also in terms of possible outsourcing of the described solution for benefits of enterprise customers and the development of their analytics layer. Last but not least, the thesis also focuses on the business evaluation of the task, where in the year-on-year comparison of incoming calls, the implementation of the above mentioned analytical approach resulted in the required drop in non-sales incoming calls on customer lines while increasing the service and availability of these lines.