Introduction:

Generative AI (GenAI) can support call centers agents in reducing their effort for after-call activities, allowing them to focus more on engaging with customers. This can have a positive influence on customer satisfaction as well as employees' job satisfaction. A GenAI-based service that can support agents in this regard is the call summary service. This service aims to provide a summary of the call between the agent and a customer for documentation purposes. To successfully deliver and optimize such a service, there is a need for continuous monitoring the technical performance of this service (including summary quality, readability, etc.) and the actual usage behavior of agents using the service (usage, number of edits, reading behavior, etc.) combining subjective as well as objective data.

Aim:

In this thesis, the student should follow a human-centered design process to understand the context of use and the requirements of potential dashboard users. This activity should also inform the data collection and analysis process as a foundation required for designing the dashboard. Furthermore, the interactive dashboard should be designed, implemented and evaluated following an iterative process involving dashboard users. RQ: How to design an interactive dashboard to support the monitoring of the call summary service?

Requirements:

• Basic knowledge in Python
• Familiar with Power BI
• Structured and organized approach to tasks
• Teamwork skills and open to cross-functional teams
• Interest / background in Human-Computer Interaction as well as Business Intelligence & Analytics