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%.
