Innovative Anomaly Detection: A deep dive into Advanced Analytics

Empowering operations with cutting-edge anomaly detection techniques

Goals

Thoroughly analyze time series data for multiple Key Performance Indicators (KPIs).
Pinpoint and identify anomalies that warrant closer examination.

Strategy

Recognize these deviations to strategically focus on mitigating their impact. These KPIs play a pivotal role in SLA compliance, bonus determinations, penalties, and other critical areas.
Segment agents by both their KPI performance and operating duration, using advanced clustering techniques.
Craft and send an insightful email to the supervisor, that includes: time series for the relevant KPI, highlighting detected anomalies and indicating how each agent contributes to the observed KPI metrics.

Highlights

Introduced the pioneering statistical model for forecasting KPIs to Atento, with successful rollouts in both Brazil and Colombia.
Enhanced client relationships by showcasing our commitment to innovation and data-driven decision-making.
Following its accolade as a recipient of the Global Innovation Award at Atento, the model is seeing extensive implementation company-wide.

Results

Remarkably, in just one month, we surpassed our revenue projections by over 200%.
We saw significant improvements in the two cornerstone KPIs under review – Total Response Time and Initial Response Time – with an uplift of more than 10%.

Service Automation

Positioning Customer Care Touchpoints

Gamers Taking Care of Gamers

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