SREcon23 Asia/Pacific - LiveMLP: ML Platform for Assisting Contact Center Agents in Real-Time

LiveMLP: ML Platform for Assisting Contact Center Agents in Real-Time

Aashraya Sachdeva, Staff Engineer-ML, Observe.AI

Contact centers are essential for customer support, but managing high call volumes can lead to agent stress and high attrition rates. Traditional methods of improving performance include supervisor oversight and post-call systems that use ML to analyze recordings for behavioral and communication issues. However, these approaches have limitations in knowledge retention and product/service knowledge. A real-time system is needed to guide agents during calls, but …

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