Amélioration de l’analyse des appels

The Canada Revenue Agency (CRA) has eight public-facing general enquiries call centres across Canada (see Appendix B) with agents answering over 12 million calls each year. The majority of these calls are recorded but current manual processes only allow the CRA to review a small percentage of this data. These call recordings hold valuable insights into clients’ conversations, their needs and expectations, as well as their limitations with current services and/or processes. The CRA is seeking information on solutions that can leverage technology to automatically transcribe, review, categorize and analyze large volumes of call recordings and metadata in near-real time.