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.

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.

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.

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%.

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%.

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Cases

Case 012 Federal Administration of Catalunya

Resolutive Chatbot for the electric energy sector

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