{"id":22328,"date":"2021-12-08T12:05:33","date_gmt":"2021-12-08T11:05:33","guid":{"rendered":"https:\/\/kinit.sk\/project\/o2-efficint-analysis-of-customers-chat-communication\/"},"modified":"2024-02-08T13:06:25","modified_gmt":"2024-02-08T12:06:25","slug":"o2-efficint-analysis-of-customers-chat-communication","status":"publish","type":"project","link":"https:\/\/kinit.sk\/sk\/projekt\/o2-efficint-analysis-of-customers-chat-communication\/","title":{"rendered":"O2 Slovakia: Efficient analysis of customer\u2019s chat communication"},"content":{"rendered":"<div id=\"\" class=\"element core-paragraph perex\">\n<p class=\"perex\">The use of artificial intelligence in order to improve services provided to hundreds of thousands of O2 Slovakia customers is one of successful examples of how we at KInIT fulfil our mission to contribute to innovations in companies through research.<\/p>\n<\/div>\n\n<div id=\"\" class=\"element core-paragraph\">\n<p>For many companies, instant contact with customers via the web or mobile applications is the key to improving their services. Chat communication is becoming increasingly popular. Quality evaluation and reporting on a vast number of conversations that customer support staff performs requires an automated solution. The nature of chats is a relatively big challenge from the natural language processing (NLP) point of view.&nbsp;<\/p>\n<\/div>\n\n<div id=\"\" class=\"element core-paragraph\">\n<p>In cooperation with O2 Slovakia, we prepared a solution that automates classification of chats that O2 customers have with customer support center staff. We researched and developed methods that deal with the &#8222;rough&#8220; language, typos, presence of domain-specific terms, and usually missing context. We evaluated statistical approaches as well as machine learning methods. We also used the latest advances from the so-called deep language learning and modeling.<\/p>\n<\/div>\n\n<div id=\"\" class=\"element core-paragraph\">\n<p>Our common goal with O2 Slovakia goal is to better understand customer needs and ultimately improve the services provided via the gained knowledge and developed methods.<\/p>\n<\/div>\n\n<div id=\"\" class=\"element acf-memberquote\"><section class=\"memberquote \" style=\"background-color: #ebf7f9;\">\n\t<div class=\"wrapper-out\">\n\t\t<div class=\"in cf\">\n\t\t\t<div class=\"inner cf\">\n                        \t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n<\/div>\n\n<div id=\"\" class=\"element acf-members\">\n<section class=\"members \" >\n\t<div class=\"wrapper-out\">\n\t\t<div class=\"wrapper-in\">\n\t\t\t<div class=\"in cf\">\n\t\t\t\t<div class=\"element-inner\">\n\t\t\t\t\t<div class=\"headline\"><h2>Project team<\/h2><\/div>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"members-wrap members-grid members-grid-4\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"member\">\n\t\t\t\t\t\t\t\t<div class=\"inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"picture\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/kinit.sk\/sk\/clen\/miroslav-blstak\/\"><img decoding=\"async\" data-src=\"https:\/\/kinit.sk\/wp-content\/uploads\/2021\/10\/blstak-web-255x341.png\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" style=\"--smush-placeholder-width: 255px; --smush-placeholder-aspect-ratio: 255\/341;\"><\/a>\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h5>Miroslav Bl\u0161t\u00e1k<\/h5>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"position\">AI Specialist<\/div>\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<!--<a href=\"https:\/\/kinit.sk\/sk\/clen\/miroslav-blstak\/\" class=\"more\">Viac<\/a>-->\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"member\">\n\t\t\t\t\t\t\t\t<div class=\"inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"picture\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/kinit.sk\/sk\/clen\/marian-simko\/\"><img decoding=\"async\" data-src=\"https:\/\/kinit.sk\/wp-content\/uploads\/2024\/11\/simko-marian-2_51330185179_o-3-255x341.jpg\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" style=\"--smush-placeholder-width: 255px; --smush-placeholder-aspect-ratio: 255\/341;\"><\/a>\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h5>Mari\u00e1n \u0160imko<\/h5>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"position\">Lead and Researcher<\/div>\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<!--<a href=\"https:\/\/kinit.sk\/sk\/clen\/marian-simko\/\" class=\"more\">Viac<\/a>-->\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"member\">\n\t\t\t\t\t\t\t\t<div class=\"inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"picture\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/kinit.sk\/sk\/clen\/martin-tamajka\/\"><img decoding=\"async\" data-src=\"https:\/\/kinit.sk\/wp-content\/uploads\/2021\/10\/tamajka-1_51330184409_o-255x341.jpg\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" style=\"--smush-placeholder-width: 255px; --smush-placeholder-aspect-ratio: 255\/341;\"><\/a>\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h5>Martin Tamajka<\/h5>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"position\">Technology Lead<\/div>\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<!--<a href=\"https:\/\/kinit.sk\/sk\/clen\/martin-tamajka\/\" class=\"more\">Viac<\/a>-->\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"member\">\n\t\t\t\t\t\t\t\t<div class=\"inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"picture\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/kinit.sk\/sk\/clen\/matus-pikuliak\/\"><img decoding=\"async\" data-src=\"https:\/\/kinit.sk\/wp-content\/uploads\/2021\/10\/pikuliak-web_51329676263_o-255x341.jpg\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" style=\"--smush-placeholder-width: 255px; --smush-placeholder-aspect-ratio: 255\/341;\"><\/a>\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h5>Mat\u00fa\u0161 Pikuliak<\/h5>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"position\">Research Consultant<\/div>\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<!--<a href=\"https:\/\/kinit.sk\/sk\/clen\/matus-pikuliak\/\" class=\"more\">Viac<\/a>-->\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section> \n<\/div>\n\n<div id=\"\" class=\"element acf-content\">\n<section class=\"content \"  >\n\t<div class=\"wrapper-out\">\n\t\t<div class=\"wrapper-in\">\n\t\t\t<div class=\"in cf\">\n\t\t\t\t<div class=\"element-inner\">\n\t\t\t\t\t<div class=\"inner\">\n\t\t\t\t\t\t<div class=\"content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section> \n<\/div>","protected":false},"featured_media":31266,"template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[76,82,132,415],"class_list":["post-22328","project","type-project","status-publish","has-post-thumbnail","hentry","category-natural-language-processing-sk","category-2021-sk","category-industry-research-sk","category-industry-research-project-sk"],"acf":[],"yoast_head":"<!-- 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