Speech analytics company Xdroid, headquartered in Mechelen (Brussel-North), Belgium, and with R&D offices in Budapest, Hungary, has been awarded a project for Her Majesty’s Revenue and Customs (HMRC), the Tax Office in the UK through partner Capita and it’s UK distributor Avoira.
"Under the new contract, Capita will deploy its market-leading Assisted Customer Conversations (ACC) solution, an AI-driven Speech Analytics technology that enables contact center advisors, managers, and quality teams to understand the nature of each customer interaction.
This will allow the british tax office to analyze over 30 million calls per year, helping them to understand more accurately why customers are contacting and to spot customer behavior patterns. HMRC will also be able to better assess the effectiveness and compliance of their internal processes and how well their colleagues are meeting customer needs and managing conversations. As well as increasing efficiency and productivity, it will help the tax office to deliver better customer service in the future.
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ACC, which was developed in partnership with Bury-based CX technology provider Avoira Limited and uses Xdroid Speech Analytics software, transcribes every customer call. It can analyze the words themselves and how they are communicated to provide greater contextual accuracy. This is tailored to the conversational context specific to the organization and identifies customer trends, emotions, and behaviors by using word, phrase, sentiment, and emotion spotting."
Gerry de Graaf, Xdroid's Managing Director said, "We are happy to support Capita as the solution provider for HMRC and help drive their strategic objectives to deliver better customer service. It is an honor for us to provide the
technology for such a large and complex organization. "
Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly. Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better. Analytics knowledge is the backbone of our development team.
About HM Revenue and Customs (HMRC):
HM Revenue & Customs (HMRC) was formed on the 18 April 2005, following the merger of Inland Revenue and HM Customs and Excise Departments. HMRC ensures the correct tax is paid at the right time, whether this relates to payment of taxes received by the department or entitlement to benefits paid.
Published: Friday, August 6, 2021
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