|CTBC Bank is the first bank in Taiwan to issue credit cards and set up a customer service center. As one of the largest privately owned banks in the country, it owns more than 1,000 seats for both inbound customer service and outbound telemarketing business. Generating around 700,000 calls with more than 50,000 hours of voice records on a monthly basis, CTBC Bank was plagued with fragmented and low-quality inspections and manual processes. Upon realizing that the speech records hold vast amounts of customer data, it pioneered the development of the Intelligent Speech Processing Platform (ISPP).
The ISPP is a part of CTBC Bank’s business strategy and is a core platform service focusing on the resolution of speech data in terms of processing and analysis. Established in 2018, the ISPP contains comprehensive technologies, including automatic speech recognition, speech to text, natural language processing, machine learning, and deep learning algorithms. Its goal is to integrate scattered technologies and design a scalable platform to fulfill business needs, such as intelligent speech inspection and customer insight analysis. With the ISPP in place, CTCB Bank improved speech quality inspection coverage to 100% and reduced holding time for incoming calls by 10%.