28 Jun 2018
By Wade Tyler Millward / Las Vegas Review-Journal
June 6, 2018 - 5:42 pm
Mohit Shah spoke into a microphone pretending to be an irate caller to a call center.
A computer program transcribed his speech and highlighted in red words like “denial,” “called” and “understand” on the screen before him.
The program tracks conversations and can flag about 2,000 words that could be used in an aggressive context to ensure call center employees have the backup and information needed to handle such a customer.
“Data entry should be handled by bots,” said Shah, senior vice president of digital transformation for Florida-based C3/CustomerContactChannels. “We want to use automation to reduce the time employees spend on data entry work.”
Shah demonstrated the product and several others Wednesday inside the C3 Las Vegas-area lab.
The company finished the lab showroom in its 54,000-square-foot building near the intersection of Bermuda and Warm Springs roads about two weeks ago.
C3 has other two other labs in Malaysia and in Manila, Philippines. Shah said Las Vegas became the third location because of the number of conventions held there, the number of C3 clients in the area and the volume of flights available at McCarran International Airport.
Las Vegas has been known for its volume of call centers, including the recent addition of a call center tenant at Boulevard Mall.
C3 is still testing the voice-to-text program Shah demonstrated. In the next two months the company plans to roll out a chatbot program named Ana that can take questions from visitors to company websites.
C3’s Southern Nevada site has about 650 employees, the majority of whom work in C3’s local call center. The company as a whole has about 6,000 employees.